Call Center Representative

Position: Call Center Representative

Department: Operations

Purpose: A Call Center Representative will provide information and member service concerning the credit union and its products and services to credit union members, ensuing the highest quality of member service.

Scope: Under the direct supervision of the Call Center Supervisor, incumbent disburses information and performs noncash transactions. Must comply with applicable statutes and regulations including, but not limited, to the Bank Secrecy Act, the USA Patriot Act, and follow all policies and procedures set forth by the credit union.

Reports To: Call Center Supervisor

Machine: Personal Computer, Copy Machine, Scanner and Fax Machine

Job Specifications:

· Minimum of two years’ experience in financial services, preferably including prior Call Center experience.

· Ability to effectively build relationships, establish rapport, communicate information, and diplomatically respond to inquiries from callers

• Effective active listening skills and phone communication skills
• Strong verbal and written communication skills
• Ability to multi-task, including navigating between computer applications while speaking with members on the phone
• Strong organizational and time management skills
• Strong attention to detail
• Ability to work independently and exercise judgement, logic, integrity, and initiative
• Bilingual a plus!
• High School graduate or equivalent

Physical Requirements:

May be required to stand or sit for extended periods of time. Vision abilities require close vision for frequent viewing of computer monitor and review of documents. Position involves wrist/hand manipulation, restriction to workstation for extended periods of time. Communication abilities required by this job incudes clarity in speech and hearing for effective staff/member interaction. Incumbent must be capable of lifting to 25 pounds.

Duties & Responsibilities:

1. Assisting members with account inquiries and resolve member issues through phone in a courteous and professional manner.

2. Provide routine information concerning credit union services or policies, including: eligibility for membership, how to apply for membership, type of accounts available, loan policies, interest rates for loans, location of the office(s), directions and telephone services.

3. Research and investigate queries and concerns regarding activity on any member held accounts, services, or products. Ensures member satisfaction by setting expectations for a timely response. Performs adjustments, corrections, or refunds fees within their authority, or seeks approval from proper parties to do so.

4. Provide and explain account history and balance and process account transactions accurately including transfers and loan payments at members' request.

5. Process member check orders via online check order software.

6. Assist Collections Department in collecting on delinquent loans by researching cause of delinquency and correcting the problem to bring loan current.

7. Process check- and card-by-phone payments.

8. Assist members with credit card and debit card issues including fraudulent and disputed transactions, replacement of lost or stolen cards.

9. Assist members with Incoming & Outgoing wires.

10. Determine eligibility for loan skip-a-pay and process skips.

11. Process loan applications

12. Process incoming and outgoing wire transfers.

13. Remains conscious of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act.

14. Perform other duties as assigned.

Job Type: Full-time

Pay: $15.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Financial services: 2 years (Required)
• Call center: 2 years (Preferred)

Ability to Relocate:

• Corpus Christi, TX 78411: Relocate before starting work (Required)

Work Location: In person

Salary : $15