Call Center Representative

Job Description

Job Description

Company Description

First Financial Federal Credit Union is a not-for-profit financial cooperative providing banking products and services to its members in Monmouth and Ocean County.  Our goal is make a first rate difference in our Member’s lives by providing the highest level of quality products and personalized services while maintaining financial integrity and stability.  We have been putting people first and enriching our Member’s lives since 1936 by identifying their needs and providing trustworthy and value added solutions.

First Financial Federal Credit Union is a technology driven organization with efficient systems and easy to deliver products.  We are par with community banks and can provide you with the kind of environment where your skills and talents can make a difference that will be noticed.

General Summary: 100% IN OFFICE POSITION
This position will be the liaison between First Financial and its current and potential members carried out via telephone and chat rather than in person. This position requires a pleasant, professional, outgoing, friendly attitude and confident manner. The ability to accept ownership for effectively resolving member issues, complaints and inquiries keeping member satisfaction at the core of every decision and behavior. 

Job Responsibilities:

•    Comply and follow all Credit Union compliance regulations.
•    Handle large volume of inbound and outbound calls in a timely manner and transfer sale leads to the appropriate staff member for assistance.
•    Answer inquiries by clarifying desired information; researching, locating and providing information.
•    Resolves problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems to management. 
•    Evaluate needs of members and offer appropriate financial products and services. 
•    Seize the opportunity to sell additional services to our members by recognizing the member’s needs for a product and explaining the features.
•    The ability to ask probing questions, understands concerns, and overcome objections.
•    Basic research of accounts to resolve any discrepancies. 
•    Assist members in setting-up distributions of payroll and direct deposit via the mail.
•    Maintain the Credit Unions database by updating all member information
•    Assist members with any technical issues that they may experience with online banking, Debit/ATM and to escalate the issue to the appropriate department.
•    Keeps Equipment operational by following established procedures (reporting malfunctions).
•    Process all mail.
•    Updates job knowledge by participating in educational opportunities
•    Enhances organizational reputation by accepting ownership for accomplishing new and different requests.
•    Perform all other job duties as assigned.

Requirements:

•    Superior customer service and excellent listening skills
•    Strong work ethic and self-starter able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
•    Ability to multi-task – answer calls and respond to internet messages 
•    Requires full knowledge of credit union products and services preferred  
•    High level of interpersonal skills
•    Good reasoning ability/problem solving skills
•    Solid math skills - able to compute rate, ratio, and percentages
•    Team oriented - contributes to building a positive team spirit.
•    Speaks clearly and has strong phone and verbal communication skills along with active listening
•    Good computer skills – able to learn new programs/systems
•    HS/GED and 2 yrs related experience in banking preferred but will consider call center experience in other fields of business. 

Must be available to work Saturday's

As a First Financial employee, you'll enjoy a challenging work environment.  We offer a great benefits package including Medical, Dental, Rx, Vision, Life Ins., Retirement Plans, Vacation, Sick and Personal.  

All your information will be kept confidential according to EEO guidelines.