SUMMARY:

Responsible for meeting and exceeding member service in a call center environment. Accurately complete transactions, maintenance, and service requests from members and for other areas of the credit union. Maintain an in-depth understanding of the Credit Unions products and services, procedure, policies and appropriate regulatory issues in relation to deposit and transaction accounts.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Other duties may be assigned. Management reserves the right to change or modify the functions of this job as required to meet the needs of the organization.

Specializes in providing a full range of professional and technical support on credit union products and services via telephone, email chat, or electronic channels

Continuously check member service voice mail and reply to these calls accordingly

Informs members of the benefits of the various investment type accounts

Verify accounts, open/close accounts, process stop payments on share draft accounts, order checks, scan documents, etc.

Set up direct deposit, direct drafting, debit cards, ATM cards and / or payroll deductions

Handle IRA questions and transactions request via email or mail

Receives and processes certificate renewals

Assist members with loan questions and applications

Mail, fax, or e-mail necessary documents to members and prospective members

Work closely with members to ensure effective communication in the implementation of services, training of end users, and promotion of the features and benefits of bank products and services

Provides assistance and educates members regarding all electronic banking products (Internet banking, eServices, Mobile app, Mobile deposits, etc.)

Responsible for growing auto, signature, mortgage, and home equity loan application opportunities by reaching members through a strategically created leads lists.

Assess and evaluate members' needs and wants to determine and suggest products and services that best fit the member's needs, resulting in cross-selling effectiveness.

Meet or exceed individual goals for sales and referral

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); Prior work experience and/or knowledge of new account functions and exposure to teller and loan functions. Previous call center experience desirable.

LANGUAGE SKILLS

Ability to communicate, listen, understand and process inquiries over the phone effectively.

Ability to read and interpret documents. Ability to write routine reports and correspondence. Ability to speak effectively with members and employees of the organization. Bilingual (Spanish) preferred, but not required.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentages.

REASONING ABILITY

Ability to learn quickly and to apply commonsense understanding to carry out instructions furnished in written and oral form. Ability to deal with problems involving several concrete variables in standardized situations.

OTHER QUALIFICATIONS

Working knowledge of and ability to use a computer.

PHYSICAL DEMANDS 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, or feel objects, or controls; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

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