What are the responsibilities and job description for the Call Center Representative I position at My Community Credit Union?
Job Description
Job Description
Assists members with telephone requests regarding Member Service; including but not limited to answering questions about products, services, and accounts.
Accurately maintaining confidential member account information on computer systems. Completing transactions per member request, such as transfers, stop payment, wire requests, loan payments, closing accounts.
Provides a superior member experience by actively listening, reviewing, and assessing the needs of the member in each interaction.
Identifies cross-sell opportunities by successfully presenting and placing appropriate products and / or services that meet the member’s needs.
Actively guides members through troubleshooting and / or navigating the website or other services available.
Addresses and resolves member concerns (referring issues that are beyond their authority to the Call Center Manager).
Directs incoming calls to the appropriate employee / department.
Completes daily items such as Online Banking registrations or resets, adding Travel Notices, setting up and / or maintaining automatic / recurring loan payments, setting up / reviewing Bill Pay, ordering checks, entering loan applications, scanning, and filing documents properly.
Assists members with loan requests.
Conducts loan interviews, gathers, and documents pertinent data necessary for underwriting.
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