What are the responsibilities and job description for the Call Center Representative position at Mac Federal Credit Union?
Job Title: Call Center Representative I
Reports to: Branch Manager
Location: Wasilla
Purpose:
Provide information and customer service concerning the credit union and its products and services to credit union members, ensuring the highest quality of member service.
Duties and Responsibilities:
- Serve membership by providing service and information in a pleasant, professional, and efficient manner via telephone or correspondence.
- Process and respond to member requests through Message Board and MacMail.
- Process bounced emails and returned mail.
- Verify wire transfers and release ACH reports in FedWire.
- Research and solve routine member inquiries, problems, and complaints concerning credit union accounts and ensure proper follow-up and satisfaction.
- Cross-sell credit union products and services when appropriate.
- Assist members with basic questions regarding their loans, including CPI inquiries and skip payment requests.
- Assist members with remote access to include: Net Teller (including Multi-Factor authentication), STAR Audio, Shared Branching (SPRIG), and Text and Mobile applications.
- Mail, fax, or email new member applications, loan applications, and/or information to members and prospective members.
- Verify accounts, accept loan applications, process stop payments on share draft accounts and order cards, and answer questions regarding share accounts, share drafts, VISA cards, ATM cards, IRAs, etc.
- May fill in for Member Service Representative or First Impression Person when needed.
- Ensure that all credit union members and employee-related businesses are strictly confidential.
- Treat all credit union members and employees with a positive and cooperative attitude.
- The essential functions are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Specific tasks or responsibilities will be documented as outlined by the incumbent's immediate manager.
Qualifications
- Experience: One year to three years of similar or related experience.
- Education: A high school education or GED.
- Interpersonal Skills: Work involves personal contact with others inside and/or outside the organization for first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve more confidentiality and discretion, requiring diplomacy and tact in communication.
- Other Skills: Good listening and telephone skills; general office equipment such as calculators, Microsoft products, computers, photocopiers, telephones, and scanners. This includes the ability to operate coin-counting and cash-counting machines. Understanding of Credit Union operations. Maintains confidentiality related to Credit Union operations and work-related information and can make decisions with minimum details.
Benefits and Compensation:
- Competitive wages based on experience (DOE)
- Share cost benefits on Medical, Dental, Vision
- 401K retirement and up to 5% match after one year of employment
- Employee referral bonus
- Up to 11 paid holidays annually
- PTO accrual per hours worked
- Flexible Float PTO
- Tuition Assistance/Professional Development
