Call Center Representative

Description

Answer various member inquiries and questions regarding the products and services offered. Communicate with members primarily via telephone however some communications by fax, mail, or other electronic channels are required.

Essential Functions

1. Answering inbound calls and assisting members who have particular inquiries or questions. Effectively deal with upset members and resolve member requests and questions promptly, courteously, and professionally. Explain credit union policies and procedures to members as required. Complete help desk tickets or paperwork with the appropriate department as necessary to expedite members’ requests.
2. Promote and deliver a full range of products and services. Explain the features and benefits of credit union products and services.
3. Process basic member requests received such as but not limited to: account transfers, wire transfers, loan payments, loan applications, check orders, debit card orders, statement requests and stop payments. Perform account file maintenance received by members via phone, fax or by other electronic channels.
4. Keep up to date with changes related to credit union policies, procedures, products, and services by reading intranet, e-mails, and other documentation provided. Other duties as assigned.

Non-essential Functions

1. Other duties as assigned. May perform a variety of miscellaneous tasks including typing, filing, computer input, scanning of documents & answering the telephone.

Expectations

1. Provide courteous and professional service by establishing positive and supportive relationships with internal and external members.
2. Knowledge of federal and state laws, regulations pertaining to the financial industry.
3. Good verbal and oral communication skills, fast and correct typing, ability to create grammatically correct responses without spelling errors.
4. Problem solves and provides logical solutions or alternatives.
5. Ability to make efficient use of resources
6. Building the interest of members in the products and services offered by our organization.
7. Maintain monthly/weekly call volume as established by the MRC manager.
8. Ensure the Credit Union's professional reputation is maintained and conveyed.

Requirements

Education: High school graduate or equivalent

Experience: Minimum 1-year experience in a financial institution as a teller or member services representative.

Knowledge, Skills, Abilities: Must communicate effectively with members, supervisors, and co-workers. Perform minor math calculations and demonstrate accuracy, attention to detail, proficient member service skills, and work with a cooperative team spirit. Ability to work in a changing environment, identify member financial needs and deal with stressful situations. Must work effectively in high-traffic positions with heavy workloads while displaying a professional attitude.