What are the responsibilities and job description for the Member Contact Center Representative -Full Time (West Milwaukee Branch) position at GUARDIAN CREDIT UNION?
Job Details
Description
BASIC RESPONSIBILITIES:
Represents Guardian Credit Union by servicing member requests through phone, online and mail channels. Performing routine member transactions and assisting general member inquiries.
OUR CORE VALUES:
The Member Contact Center Representative 1 will be expected to act in a manner which is in accordance with Guardian Credit Union’s values:
- Relationships – We treat each other, our members, and our community with respect.
- Accountability – We hold ourselves to a higher standard.
- Teamwork – We work together to reach our goals.
- Honesty – We believe in conducting ourselves with honesty, integrity, trust, and fairness.
ESSENTIAL FUNCTIONS:
- Answers inbound calls and serves members by handling all requests, concerns and/or or directs them to the proper channels for specific information and assistance.
- Performs routine member transactions, including but not limited to account transfers, loan payments, stop payments, and provide information on all account and loans.
- Assesses member needs and suggests/promotes alternative products and/or services.
- Daily servicing of internal and external member service requests for ATM/Debit card services including card orders, velocity changes, and excluding ATM/debit cards from card blocking rules.
- Coordinates activities with other internal departments to meet member needs.
- Responds and assists members in website Live Chat correspondence.
- Processes items and member registrations for Remote Capture. Submits remote capture items nightly for processing.
- Completes address change requests.
- Completes member requests via phone for loan payments using credit cards or ACH.
- Provides assistance and resets for member’s electronic services; internet banking and bill pay.
- Provides prompt and courteous service and assistance to both internal and external members.
SECONDARY FUNCTIONS:
- Performs routine clerical duties including, but not limited to, processing check reorders, issuing checks to members, and verifying address changes.
- Performs VODs and available account balances for other financial institutions.
- Completes daily/weekly/monthly report processing as assigned.
- Completes special projects or other duties as assigned.
Qualifications
SKILLS AND ABILITIES REQUIRED:
Education/Experience: Typical qualifications would be equivalent to: completion of a high school degree and 12 months experience in a credit union or other financial institution.
SKILLS:
- Professional, well-developed interpersonal skills necessary for servicing credit union members and projecting a positive image as a representative of the credit union.
- Must demonstrate strong member focus with ability to provide efficient, friendly service in a fast paced, team-oriented environment.
- Must be able to handle confidential information with discretion, retain composure under pressure, and reflect a pleasant, courteous telephone and business-like manner.
- Must have a demonstrated ability to interpret and explain Credit Union policy and perform transactions to member accounts while adhering to policy.
- Thorough knowledge of Credit Union services offered to membership and demonstrates ability to cross-sell/refer such services effectively.
- Must present a professional, business-like appearance and manner.
- Must demonstrate Guardian Credit Union’s values (Relationships, Accountability, Teamwork, and Honesty).
- Must be bondable.
WORK ENVIRONMENT:
While performing the duties of this job, the employee regularly works in an office setting. This position is located at our West Milwaukee office, and the duties of this job can be regularly performed in an office setting or remotely. Remote capabilities and scheduling are determined on a case-by-case basis and must follow GCU’s Telecommuting Policy.
PHYSICAL DEMANDS:
The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.
- Ability to remain in a stationary position 75% of the time.
- Ability to move about inside the office to access file cabinets, office equipment, etc.
- Ability to constantly operate a computer and other office productivity equipment, such as a calculator, copy machine, fax machine and printer.
- The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations
TRAVEL
Travel to work sites is negligible.
HOURS:
- Some evening hours may be required at times.
- Typical schedule would vary between 8:00 am until 6:00 pm Monday through Friday. Saturdays, 8:00 am until 12:30 pm.
