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Role
To assist members and potential members with their telephone and virtual requests; explain services, and responds to problems. Puts members in touch with the correct department/person to help resolve any issues.
Essential Functions & Responsibilities
- Assists members and potential members with their telephone an virtual requests; answers questions about products and services and resolves problems that are within their authority to resolve.
- Identifies cross-sell opportunities and cross-sells services to members
- Maintain member account information on computer system
- Makes outbound member service calls to solicit business
- Ability to work in a team environment as well as independently
- Ability to use office technology such as a computer, internet, email, and other office related software
- Ability to work in an office environment for at least 8 hours per day
- Performs other job-related duties as assigned
Performance Measurements
- To provide accurate, courteous, friendly, timely, and professional service to all members and potential members. Answering member contacts immediately and responding to messages as soon as possible
- To receive a minimum of 50 contacts daily and effectively troubleshoot or direct contacts
- To process member transactions with zero errors
- To maintain a professional appearance and atmosphere for the department
- Successfully recommend products or services to members on a weekly bases
- To add to and maintain knowledge of all new policies and procedures to ensure the credit union remains compliant with all regulations
Knowledge & 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 discretions, requiring diplomacy and tact in communication.
Other Skills:
Must be organized and demonstrate the ability to follow guidelines.
Must demonstrate excellent interpersonal and communication skills.
Must demonstrate the ability to be self-directed.
Must demonstrate the ability to follow the organization's confidentiality and security rules.
Physical Requirements: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit; talk; or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
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