Contact Center Personal Banker I

Role:

Conduct inbound and outbound calling to identify member needs through the use of independent analysis, judgment, and consultative sales techniques, to effectively communicate various credit union products and services to satisfy the members needs in a timely and effective manner. This includes but not limited to setting up new accounts, offering and processing lending products and additional services, respond to service requests, and direct members to the appropriate department/staff member.

Essential Functions & Responsibilities:

45%    Assists members contacting the credit union through inbound calls or online channels with opening and closing accounts, explains credit card options, submit credit card requests for processing and decision. Provides information or answers questions about all credit card and deposit products/services. Responds to service requests.

20%    Evaluates member needs and identifies cross-sell opportunities and cross-sells services to members.

20%    Maintains contact with new members, building on the relationship, process 10 day follow up phone calls, and reach out on maturing CD’s.

15%    Cross trains on other duties performed by Contact Center employees.

Performance Measurements:

Must comply with government and other regulations affecting the credit union industry including, but not limited to, OFAC and the Bank Secrecy Act.

Meets or exceeds performance expectations as described in Essential Functions and Responsibilities.

Please refer to Annual Performance Goal document for remaining Performance Measurements.

Knowledge and Skills:

Experience    One month to twelve months of similar or related experience.

Education    (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills    Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills    Skill and ability to use and operate a keyboard (typewriter), computer, calculator, fax machine, copier and telephone. Skill and ability to read and understand financial statements, contracts, applications, computer printouts, manuals and other related materials. Must have the skill and ability to use Microsoft Word and Excel.

Physical Requirements    The physical demands 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 regularly required to sit; use hands to finger, handle controls; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, or kneel. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment    Work is performed indoors in an office environment with normal potential for exposure to safety and health hazards. May periodically travel to other, similar sites. The noise level in the work environment is usually moderate.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.