Call Center Representative

Description

Serves as a vital link between the member and the Credit Union, acting as a primary remote resource for the organization. This role provides exceptional service by managing high-volume phone and electronic inquiries, blending efficient transaction processing with the professional servicing of all Credit Union products. The Representative works under the direction of the Call Center Lead to achieve departmental metrics, including maintaining call drop percentages below established goals and ensuring optimal queue management. By maintaining expert knowledge of product offerings, the Representative ensures member needs are met through first-call resolution or precise transfers to the appropriate department or third-party partner. Additionally, this position serves as a critical backup for Deposit Operations functions to ensure organizational continuity.

Job Role / Responsibilities:

• Delivers a high level of diplomacy and persuasive communication while initiating financial conversations to identify "hidden" member needs. Handles sensitive or high-stress situations with grace and professional boundaries to ensure every remote interaction reflects the Credit Union's commitment to service excellence.
• Manages high-volume incoming calls with a focus on efficiency and accuracy. Prioritizes queue stability to keep call drop percentages below department goals and meets individual performance metrics as directed by the Call Center Lead.
• Serves as a primary problem-solver for member concerns received via phone, email, and mail. Resolves both simple and complex requests, including share transfers, loan payments, and account research.
• Acts as the primary decision-maker for approving or declining online account applications. Responsible for collecting all necessary documentation and verifying information to ensure every account is opened in strict accordance with Credit Union policies, procedures, and regulatory requirements.
• Manages negative balance reports by contacting members to resolve delinquencies. Handles returned mail processing and ensures member contact information is updated and accurate.
• Provides information on the full range of Credit Union products and facilitates seamless transfers to internal departments or third-party financial partners when specialized expertise is required.
• Serves as a backup for Deposit Operations, assisting with tasks such as ACH/EFT inquiries, mobile deposit processing, and debit card troubleshooting as needed.
• Complies with all federal regulations (BSA, OFAC, Patriot Act) and internal policies to protect member assets and maintain data confidentiality.

Qualifications

What you will need to have

• At least 6 months of call center experience.
• At least 2 years of customer service experience.
• High school degree or GED required.

What would be great to have

• Spanish speaking

Credit Union Benefits

• Sick Time
• Referral and Incentive Bonus Program
• 401(k) with Company Match
• Employee Discounts
• Credit Union Membership and Discounts
• Employee Assistance Program
• Tuition Reimbursement
• Paid Training

Schedule

• Monday to Saturday