Call Center Member Service Representative

Description

GENERAL PURPOSE

Serve as the liaison between the member and the credit union.  Responsible for providing account information, performing teller transactions in accordance with credit union policies and procedures, building rapport with members, and professionally responding to member inquiries.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lives CCU’s service standards and core values. Be the Advocate. Embrace Curiosity. Be Compassionate.
• Handling outbound and inbound calls from external and internal members.
• Handling incoming requests from external members by e-mail or fax and managing their inquiries or requests.
• Providing information on complaints regarding specific products as well as services.
• Transferring member calls with complex inquiries to appropriate staff.
• Completing call reports and logs, and researching issues.
• Recognizing, documenting, and informing the supervisor regarding the trends in internal and external member calls.
• Resolving member support related issues and providing members with proper solutions, via the troubleshooting techniques.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Performing member verifications, processing orders, applications, forms, and requests.
• Opening/Closing of the call center.
• Posting, verifying and sending wire transfers.
• Adhere to “My Commitment to Member’s Standards”.
• Assess member needs, and look for cues and opportunities to help members by recommending additional products, services, or referrals.
• Meet individual sales goals, as well as participate in branch sales promotions.
• Support promotions and strategies to meet credit union’s goals.
• Embraces product knowledge and soft skills training necessary to anticipate member needs to help them achieve their financial goals.
• Works as a team player to ensure the best possible member interaction.
• Attendance must be kept in accordance with CCU’s standards and at no time affect member service or branch performance.
• Adhere to all service standards as outlined in the credit union’s policies and procedures.
• Perform other duties as needed or requested.

KNOWLEDGE, SKILL AND ABILITY

Accuracy in the handling of cash and recording daily transactions. Mental alertness, professional appearance, punctuality and a cooperative attitude. Ability to tactfully question and actively listen to members and employees to determine specific needs and answer those needs. Strong communication skills and be able to communicate clearly and concisely in verbal and written form. Knowledge of and ability to apply effective member service and proper phone etiquette skills. Ability to perform basic mathematical calculations such as adding, subtracting, multiplying and dividing and have basic computer knowledge.  Develop well rounded knowledge of all departments; know how, and to whom, to refer members, as needed. Flexibility, proactive and perseverance.  Should be able to operate well under tight pressure.  Able to juggle multiple projects simultaneously. Bilingual in English and Spanish a plus.

EDUCATION OR FORMAL TRAINING

High school diploma or equivalent training/experience.

EXPERIENCE

Six months banking experience or call center experience required.

WORK ENVIRONMENT/PHYSICAL ACTIVITES

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.

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. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. While performing the duties, the employee is regularly required to use hands to finger, handle, or feel and talk and hear. The employee is frequently required to stand; walk and reach with hands and arms. The employee is occasionally required to sit and stoop, kneel or crouch.

Additional Information

BENEFITS

This position is eligible for the following benefits:

• Medical/Dental/Vision Insurance
• Company Paid Life, Short-term Disability, and Long-term Disability Insurance
• 401k Employer Contributions & Match
  • Annual Profit Sharing  funded into the 401k
• Tuition Reimbursement (Max $5,250.00/annually)
• Paid Time Off 
• Company Paid Holidays
• Work-Life Balance and Flexible Work Schedules
• Cross-Training and Career Development Opportunities
• Employee Recognition Program
• Monthly Commission Opportunities
• Annual Bonus Based on Company Performance

Salary : $5,250