Account Services Representative

SUMMARY: At Billings Federal Credit Union our Account Service Representatives consistently provide an atmosphere of high-quality member service.  We accurately perform call-related transactions for members while maintaining accurate transactional records in accordance with credit union policies and procedures. This is a full-time, 40 hours/week, position. Some overtime may be required. On-site position only.

Duties:

• Answer phone lines: Assist with member transactions, questions, problem resolution or transfer calls to appropriate staff
• Schedule appointments for Sales Team
• Front Desk duties including greet visitors, manage lobby traffic, direct visitors to appropriate departments and notify employee(s) when member/visitor is waiting for assistance
• Provide information regarding credit union services and cross-sell services when appropriate
• Open and distribute incoming mail with dual control
• Attempt to locate current addresses. Change addresses per members’ requests
• Maintain member records including contact information, mail codes, diary memos, and scrolling messages
• Review public records for deceased member notifications. Process according to procedure
• Complete Verification of Deposit requests submitted by various agencies
• Process and route faxes to appropriate personnel
• Assist members with online banking registration, password resets, bill pay research and other general usage questions
• Assist users with Shared Branching registration and ATM transactions
• Perform routine member transactions
• Provide assistance to other departments as workload allows
• Participate in continuing education as approved by supervisor
• Report to work on time and as scheduled
• Attend meetings as required
• Adhere to company dress code

 These duties are normal for this position.  These are not to be construed as exclusive or all-inclusive.  Other duties may be required and assigned.

Training and experience:

• High school diploma or the equivalent required
• Experience in a position involving extensive public contact required
• Experience in answering multi-lined telephone system required
• Training and/or experience in basic computer skills (Preferable but not necessary: MS Word, Excel, and Outlook) required

 Desirable Knowledge and Abilities:

• Knowledge of computer operations
• Excellent telephone manners, skills, and techniques
• Excellent oral and written communication skills
• Excellent organizational skills
• Capable of changing functions quickly and frequently
• Excellent skills in time management and prioritizing workload for maximum efficiency

 Special Factors and Physical Demands:

• Requires absolute accuracy within time limitations
• Requires working with frequent interruptions
• Ability to lift and/or carry up to 35 pounds
• Stooping; kneeling; crouching; and reaching below, at, and over shoulder level required
• Sitting –80%; standing and walking - 20%
• Hearing, visual and verbal ability required