Call Center Representative - In-bound

Call Support Role

Provide centralized in-bound call support by delivering professional, accurate, and courteous service to members and staff. Assist with a variety of requests, including transactions, account inquiries, and general service questions, while aiming to resolve needs without unnecessary transfers. When specialized support is required, ensure members are efficiently connected to the appropriate department.

Essential Functions & Responsibilities:

• Handle a wide range of account inquiries with exceptional service and proper identity verification. Support members with loan maintenance requests, MessagePay one-time payments, review accounts for potential fee refunds, and assist with debit/credit card questions. Recognize when escalation is necessary and route to the correct resource for resolution.
• Troubleshoot and resolve digital banking issues, providing clear guidance and timely solutions. Process account and card maintenance requests, including stop payments (ACH or check) and debit/ATM card limit adjustments in accordance with department procedures and compliance standards.
• Perform other duties as assigned by supervisor. Employees shall be trained annually, demonstrate an understanding of and follow the requirements of the BSA/AML Compliance Program as it specifically relates to their job.

Knowledge and Skills:

• Experience: One year to three years of similar or related experience.
• Education: A high school education or GED.
• Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Other Skills: Have good phone communication skills including excellent projection and listening skills. Have exceptional organizational skills. Have good clerical skills including ability to operate a 10 key calculator and computer keyboard. Must have basic P.C. skills.
• Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands and fingers, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Work Environment: Office position; works indoors year-round; may be exposed to indoor temperature adjustments; heating and cooling vents distribute regulated air.