Call Center Representative

Job Title

Reports to the Virtual Teller Manager

Non-Exempt

General Functions:

Assist members with questions, concerns, or that need immediate assistance with accounts. Provide information and customer service concerning the credit union and its products and services, ensuring the highest quality of member service. The position will be responsible for answering phones, chats and e-mails in the Solution Center. Must always maintain confidentiality and professionalism in all aspects of service.

Duties and Responsibilities:

1) Reflects the credit union's core values in their daily activities and at any time they represent the credit union.

2) Treat all credit union members and employees with a positive and cooperative attitude. Always provide exceptional member service by acting in a pleasant, professional manner.

3) Answer questions about LLCU products/services, resolve matters in an efficient manner, and follow up when necessary.

4) Continuously check member service voicemail and member service queues and reply to these calls and inquiries immediately.

5) Research and/or solve routine member questions, problems, and complaints concerning credit union accounts.

6) Assist with stop payments, ordering replacement debit/Visa cards, processing wire transfers, and other functions as assigned.

7) Monitor chat and email channels. Respond immediately and/or request follow-up from appropriate LLCU team member.

8) Cross-serve credit union products and services when appropriate.

9) Forward online account requests to the appropriate staff member.

10) Assist members with basic questions regarding their loans, remote access, home banking, Lincoln Line, products & services, and promotions.

11) Input incoming and outgoing wire transfers.

12) Responsible for researching member inquiries to ensure proper follow-up and satisfaction.

13) Educate members and recommend appropriate LLCU products/services to enhance their experience and make a positive impact with their financial lives.

14) Assist members with discrepancies and complaints. Make corrections and refunds on accounts if necessary.

15) Ensure that all information and transactions regarding credit union members are kept confidential. Enforce strict adherence to established security procedures.

16) Assist other staff with systems administrated by the Solution Center.

17) Maintains work area in an orderly manner.

18) Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

19) Maintains work area in an orderly manner.

20) This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Performs other duties and works other hours as assigned.

21) Must be able to meet physical requirements: prolonged periods of sitting at a desk working on a computer or standing and completing training activities; must be able to lift 30 pounds at times.

Requirements

Required Qualifications:

• Availability to work Monday through Friday 7:30 a.m. - 6:00 p.m.; Saturday 8:00 a.m. - 12:00 p.m. (periodic overtime may be required). Potential for expanded hours as Solution Center expands. Expected to work 40 hours per week.
• High School Diploma or equivalent.
• Minimum of 1 year of similar service experience (i.e., high-volume service, sales, hospitality, or office jobs).
• Proficient understanding of navigating multiple computer programs and the internet.
• Must have excellent interpersonal and service skills, highly professional written and verbal communication.
• Must have good time management skills; superb organizational skills; and be efficient, detail oriented, flexible, friendly/empathetic, calm under pressure, and a creative problem solver.
• 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.

Preferred Qualifications:

• Ability to be a strong, independent worker with a genuine approach to helping others.

Pay Information

$19 per hour dependent upon qualifications and experience.

Benefits:

• Insurance Options
• Health
• Dental
• Vision
• Accidental
• Hospital Indemnity
• Critical Illness
• Voluntary Life Insurance
• Short-Term Disability, Long-Term Disability, and Basic Life/AD&D Insurance all covered by LLCU
• Flexible Spending Accounts (Medical FSA, Dependent Care FSA, and Limited FSA)
• Health Spending Accounts
• Employee Assistance Program

Time Off

• Paid Time Off (PTO)
• Sick Leave
• Paid Holidays (those recognized by the Federal Reserve Bank)
• Paid Parental Leave
• Funeral and Grieving Leave
• Paid Disability Leave

Additional

• 401k
• Clothing Allowance
• Community Impact/Community Service - Staff are provided up to 14 hours per year of paid time for the purposes of volunteering.
• Tuition Assistance and Professional Development Opportunities
• Fitness Programs
• New Employee Referral Bonus