Call Center Representative

Call Center Representative.pdf

POSITION DESCRIPTION

JOB TITLE: Call Center Representative

GRADE LEVEL: VI

DEPARTMENT: Call Center

FLSA: Non-Exempt

Reports directly to: Call Center Manager

Function: Assist members in all areas of Credit Union operations and services. Provide service oriented “one call/no transfer” telephone assistance to the membership which ultimately contributes in creating member loyalty.

Duties and Responsibilities:

1. Must meet our service standards as evaluated by our internal and external members:

• I will greet you with a prompt, friendly welcome

• I will treat you with courtesy and respect

• I will offer you my undivided attention

• I will take ownership of situations and follow through

• I will provide accurate information and helpful solutions

• I will do all I can to improve your financial life

• I will thank you for your business

2. Answer telephone and assist members with all aspects of the Credit Union’s deposit and lending functions. Provide quality “one call/no transfer” service to the members.

a) Process loan and credit card payments using in-house computer system.

b) Process consumer loan applications taken over the telephone, assisting member with any questions and explain the process up to the signing of loan.

c) Answer questions and make adjustments to debit and credit cards.

3. Research and respond to member inquiries regarding loans, member accounts, and other available services.

4. Resolve problems by clarifying member complaints and determining the cause of the problem across all channels including Bill Pay, On-line banking, and Mobile Banking. Recommends the best solution benefitting the member and follows up to ensure member loyalty.

5. Record all member transactions and requests including issues tracking for the IT Department.

6. Monitor processes and procedures that will enable the Credit Union to better service the membership by telephone.

7. Identify opportunities for cross-selling products and /or services to members, asking member for their business in order to improve their financial life.

8. Fulfill requests for account maintenance with new and existing members while seamlessly serving them by booking appointments at branch locations.

9. Mentor and coach peers with operational questions with emphasis on digital channels.

10. Handle the afterhours Call Centers tickets and follow up with membership via phone/email regarding member requests they couldn’t resolve.

11. Respond to member emails through the Info-Merck unsecured email channel on our website.

12. Review members remote deposit checks through the mobile deposit system for approval and or denial.

13. Multi-task by servicing the membership by phone and via chat simultaneously.

14. Participate in core testing and organizational committees for the growth and improvement of the Back Office/Call Service team.

15. Demonstrate flexibility to meet work shifts, Saturdays and overtime as needed.

16. Open/Close credit union office following security procedures.

17. Contribute to team effort by accomplishing Balance Score Card Goals as needed.

18. Meet credit union standards for service and sales using the creating member loyalty skillsets of looking for sale opportunities and generating referrals.

19. Perform other duties as well as assist Back Office when required.

Positions Specifications

Education: High School Diploma

Experience: Financial services experience normally acquired through two years working in a lending/customer services capacity in a financial institution preferred.

Skills:

• Knowledge of financial institution deposit and lending functions/services.

• Demonstrated ability to provide courteous and professional service to member.

• Excellent verbal, written and phone skills.

• Strong PC skills required, including Excel, Word and the understanding of the Internet.

• Able to problem solve, make sound decisions and work independently.

• Exemplifies professionalism and has strong leadership skills.