What are the responsibilities and job description for the Call Center Representative position at ASCENSION CREDIT UNION?
Job Description
Job Description
Provide quality member service delivery by telephone; process telephone transaction requests; provide information on products and services including rate information; Assist members with online banking. Route calls to the appropriate department.
DUTIES AND RESPONSIBILITIES
- Provide exceptional member service. Provide service and information in a pleasant, professional, and efficient manner via telephone.
- Assist members with general questions on EFT / ACH, problems on their accounts regarding but not limited to debit card activities that may be fraudulent. Handle ATM / Debit card disputes.
- Be knowledgeable of all credit union products and services. Provide information and explain features and benefits and make recommendations when appropriate.
- Have general knowledge of all credit union operations and procedures and explain credit union policies and procedures as necessary
- Provide general member qualifications information
- Provide information on new and on-going promotions keeping abreast of new products and any procedure changes
- Provide basic information on Visa Cards
- Utilize any cross-selling opportunities when conversing with members or prospective members.
- Have a good working knowledge of online banking and assist members with any issues including setting / resetting of passwords. Report online banking issues to 3rd party vendor to correct problems
- Provide account information following proper procedures
- Process returned mail (including statements) and undeliverable emailed statements
- Process / initiate stop payments and provide information to member,
- Process / initiate name and address changes
- Perform record research requests. Deliver to appropriate personnel for forms distribution
- Explain procedure to initiate direct deposits and ensure proper forms are completed
- Record, complete and modify payroll distributions requests
- Process internal transfers for loan payments
- Process Pay Trace payments
- Process close account requests
- Continuously check member service voice mails and emails.
- Assist members with problems and complaints; research and provide resolve when at all possible
- Process transfers to reloadable cards
- Process checks ordered for members
- Pull closed account files and files according to record retention schedule
- Bring outgoing mail to the post office daily
- Reply to Ascension Communicator
- High school graduate or equivalent with additional related training preferred
- Knowledge of computers and general office equipment
- Able to understand and follow verbal and written instructions
- Must be organized, accurate and neat
- Maintain professional appearance
- Able to work well with team members and credit union staff
- Able to work in a sales-oriented environment
- 3 – 5 yrs. financial institution experience
- Above average listening and verbal communications and written communications skills
