What are the responsibilities and job description for the Senior Call Center Representative position at Silver State Schools Credit Union?
Senior Call Center Representative
Full Time (40 Hours)
Monday - Saturday (Varies)
Headquarters
630 Trade Center Drive
Las Vegas, NV 89119
PURPOSE:
The primary purpose of this position is to assist Silver State Schools Credit Union to live out its Mission, “Excellent Member Service and Financial Solutions – For Life,” by providing outstanding service to both members and internal members. A key component of this service is to identify member needs and provide appropriate credit union product solutions.
- To deliver service in alignment with our Service Commitments:
- I will earn respect and build trust by acting with integrity in every situation.
- I will understand my role in supporting the team to achieve our purpose.
- I will focus on people over products and build lasting relationships.
- I will take ownership and accept responsibility.
- I will treat my coworkers with the same high standards as I treat my member.
- I will continuously look for ways to improve myself, my credit union, and my community.
- I will accept there is no “they”. We are one working toward the same mission.
- I will commit to the core values.
- Possess adequate product knowledge as measured by the annual product knowledge certification assessment.
- Meet or exceed established sales and service goals.
SUMMARY:
A Senior Call Center Representative is responsible for building relationships with our credit union members. provides member services via telephone, email, or chat by performing transactions on members’ accounts, answers questions and cross-sells credit union services, opening accounts, process loan applications, and resolving member concerns. Responsible for presenting and explaining credit union products and services to members and assisting them to utilize these products and services. Build member relationship through proactively identifying additional products and services that will aid the member in achieving their financial goals. Assist members in resolving account related problems by recommending solutions that will meet and/or exceed their requests. Communicate effectively with prospective and current members and represent the credit union in a positive and professional manner. Provide highest level of caring, personalized service and quality products, while staying abreast of members’ needs and expectations.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
In accordance with prescribed methods and operating policies and established practice, the Senior Call Center Representative:
- Contribute to the development and refinement of the credit union’s loan and new account growth and strategy working in a team environment dedicated to exceptional member service.
- Ability to assist in managing a high-volume/production, fast-paced Call Center environment assisting members, processing new accounts and loans. This includes inbound and outbound calls to members and potential members offering products and services to enhance the member engagement.
- Ability to manage, organize and prioritize work in a high volume/production and fast paced environment to ensure timely and accurate opening, processing, and funding of all requests, new accounts, and loans. This includes assisting and holding accountable the Loan Officers in this process as well.
- Acts as a mentor/coach for newly hired Call Center Representatives.
- Assists members and potential members with their transaction requests; answers questions about products and services and recommends suitable products and services. Interview’s members to determine financial needs. Suggests and explains appropriate deposits, lending, and investment products. Describes and recommends suitable insurance products and automated services. Resolves problems that are within their authority; refers problems that are beyond their authority to their supervisor, along with their recommendations.
- Work cooperatively with Call Center team as well as other departments to assist members and connects members to appropriate staff member or department when needed with minimum transfers.
- Processes a variety of financial transactions for members including processing transfers and loan payments within credit union accounts, issuing checks/drafts, and other negotiable instruments.
- Responds and researches member inquiries regarding account history including loan amortization, access to services, resolving account discrepancies, balancing, and reconciling, adding or reducing service features on various accounts, assisting members to make the most effective use of automated services and explaining loan decision.
- Contact members and prospective members to present information on available products and services.
- Effectively explain and train on the features and benefits of credit union electronic services and payments including debit and credit cards, eVoice, SilverConnect, online and mobile banking (consumer and business) including bill payment, mobile app functions, POPmoney (P2P), Card Controls, Positive Pay, online wires, direct deposit, ACH and payroll deduction.
- Identify cross-sell opportunities to enhance relationship with member and provide enhanced services to members by maintaining expert level of knowledge of Credit Union features and benefits, products, and services.
- Meet and/or exceed all assigned Call Center goals (i.e. Average Handle Time, Abandon Call Ratios, Average Hold Time, and Percentage Connected Calls).
- Meet or exceed minimum expectations and sales and referral goals as assigned.
- Provide leadership guidance for staff handling information and escalation calls.
- Assist in training new a Call Center Representatives in all financial service transactions and call center procedures.
- Performance all required functions with accuracy, efficiency, dependability and within the Credit Union’s standard of conduct.
- Describes and recommends suitable insurance products and ancillary products.
- Uncovers opportunities to refer business to other lines of business partners within the credit union such as mortgage solutions, member business solutions, or investment solutions.
- Responsible for accurately completing all New Account applications and capturing Member’s direct deposit, gathering all required documents, properly following compliance, and regulatory guidelines.
- Performs clerical duties such as photocopying, faxing, processing incoming and outgoing mail, filing, notary services.
- May be responsible in training new Call Center Representatives in all financial service transactions and call center procedures.
- Assist Call Center Manager and Assistant Call Center Manager with call center operations which may include tracking and reporting, monitoring of call center metrics, and other supervisory duties as assigned.
- Provide leadership guidance for staff.
- Refer problems that are beyond authority level to manager, along with the details of the situation and recommendations.
- Follow established credit union policies and procedures, government rules and regulations, and visitor and security guidelines.
- Adhere, promote, and exemplify the credit union’s core values (SMART Pro).
- Take ownership of all member requests, with minimal need to refer to another department within the Credit Union.
- Responsible for all lending functions, accurately completing and reviewing all loan applications as well as performing audits on all loans.
- Gathering supporting documentation
- Responsible for communicating all credit decisions to applicants in a timely manner.
- Is familiar with all credit union products.
- Demonstrates a thorough understanding of the loan process.
- Look for ways to qualify the loan request by gathering additional information when needed, offering counter-offers when applicable, and suggesting cross-sell opportunities to the member or potential member.
- May assist with providing overrides and approvals to Call Center Representatives.
- May assist Assistant and Call Center Mangers with auditing items.
- Opening and closing the building in the absence of the Assistant Manager or Call Center Manager.
- Perform all required functions with accuracy, efficiency, dependability and within the Credit Union’s standard of conduct.
- Competent and confident in the sales environment.
- Cooperative and positive attitude toward members, potential members, and credit union team.
- Maintain a professional appearance and demeanor.
- Performs other duties as assigned.
EDUCATION and/or EXPERIENCE:
High School diploma or GED plus 2-5 years experience; or equivalent combination of education and experience. Preferred experience and knowledge working in a financial call center from a financial institution of similar or great size.
*ONLY FULLY COMPLETED APPLICATIONS WILL BE CONSIDERED*
**SEE RESUME ON APPLICATIONS WILL NOT BE CONSIDERED**
SILVER STATE SCHOOLS CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER (EOE)
DRUG-FREE WORKPLACE
**SEE RESUME ON APPLICATIONS WILL NOT BE CONSIDERED**
SILVER STATE SCHOOLS CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER (EOE)
DRUG-FREE WORKPLACE
