Virtual Branch Services Specialist - Westchase District

This is a fully ON-SITE position, scheduled at 30 hours per week. The Virtual Branch Services Specialist will provide service and support for members over the phone dealing with requests that are both routine in nature and some that require extensive research and use of problem solving skills. This individual will respond to incoming calls and select the appropriate products and services to meet member request. This will all be done while meeting or exceeding the set call quality and service standards in the virtual branch (call center). Responsibilities Respond to member service inquiries in the time set by management. Send and receive email, fax, and paperwork to and from existing and potential new members for account related activities. Reset passwords, challenge questions, and PINs for members using electronic services according to department procedures. Take complete ownership of every call whether it requires a call back, extended research, or assistance from other departments. Providing proactive solutions to member service. Process member transactions accurately, efficiently and timely including accepting cash and check deposits, withdrawals, transfers, loan payments etc. On a self-directed basis, continue to improve in individual level of competency through training and development on established educational programs. Perform other duties as assigned by manager. Experience One to three years previous experience in a call center or retail service position. Education/Certifications/Licenses A high school degree or equivalent. Interpersonal Skills A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers. Other Skills Must possess computer skills with the ability to handle extensive data entry in an accurate and timely manner. Must be highly outgoing and self‑motivated Microsoft Office 2010 or higher specifically in Word, Outlook, Excel. ADA Requirements Performs primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6‑8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Working Conditions This job operates in a professional office environment. Must be able to routinely perform work indoors in climate‑controlled shared work area with minimal noise. Must be capable of working weekends. Occasional work before or after regular business hours may be required for various events. Mental and/or Emotional Requirements Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. Smart Financial Credit Union offers a competitive salary and excellent top‑tier benefits. In addition, Smart Financial Credit Union has a tuition reimbursement program; full‑time employees can receive up to $2,000 per year in tuition reimbursement. Equal Employment Opportunity Statement Smart Financial does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. Smart Financial Credit Union (SFCU) commits to fostering a diverse, equitable, and inclusive workforce and member base where a sense of belonging is evident. Our core values and purpose compel us to invest in our culture, with the objective that all who interact within and with the credit union can be appreciated for their unique individuality and thrive in the environment, with respect for each other and our greater community. #J-18808-Ljbffr Smartcu