What are the responsibilities and job description for the Call Center Representative - In-bound position at Credit Union of America?
Role: Centralize in-bound calls and provide professional, fast, accurate, and courteous phone service to CUA members and staff. Assist members and potential members with their CU needs; explain services, perform transaction requests, respond to problems, attempt to help members without transferring them, and when specialized help is requested, direct members to the appropriate department. Provide support activities for member service functions and departments. Support branch activity, Internet help desk, and provide effective and professional written responses to chat messaging.
Essential Functions & Responsibilities:
- Handle account inquiries, account maintenance, individual and department phone transfers, IRA general inquiries, SWBC and MMS payments, check orders, ACH setups, check copies, statement copies, and general loan inquiries.
- Answer and troubleshoot online banking and mobile application issues. Debit card and credit card maintenance. Unlock and raise limits on debit cards, Research basic card issues. Process stop payments on check and ACH transactions. Process remote wires.
- Identify cross-sell opportunities and cross sell Credit Union of America services to members as a referral to the front line sales personnel.
- Perform other duties as assigned. Employees shall be trained annually, demonstrate an understanding of and follow the requirements of the BSA/AML Compliance Program as it specifically relates to their job functions.
Knowledge and Skills:
- Experience: One year to three years of similar or related experience.
- Education: A high school education or GED.
- Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
- Other Skills: Have good phone communication skills including excellent projection and listening skills. Have exceptional organizational skills. Have good clerical skills including ability to operate a 10 key calculator and computer keyboard. Must have basic P.C. skills.
