What are the responsibilities and job description for the Call Center Support Leader position at Sun East Federal Credit Union?
Sun East Federal Credit Union of Aston, PA is seeking a Call Center Support Leader to join our team. Are you a self-starter with call center experience who is interested in beginning a rewarding career in the financial industry with a growing credit union? Do you share in the credit union philosophy of "people helping people"? If so, please read on!
Our Call Center Support Leaders earn a competitive wage, depending on experience. We also offer a robust benefits package including medical, dental, vision, a flexible spending account (FSA), a 401(k) plan with company match, life insurance, an interest rate reduction on loans, and employee discounts on things such as movie tickets, theme park tickets and discounted tickets to local events. This is a credit union call center where there is no cold calling required! If this sounds like the financial industry service opportunity that you've been looking for, apply now!
ABOUT SUN EAST FEDERAL CREDIT UNION
Headquartered in Aston, PA, Sun East was chartered in 1949 as the result of Sun Oil Company employees banding together to assist each other with their financial needs. From these humble beginnings, we have grown to serve the financial needs of more than 50,400 members throughout Delaware, Pennsylvania, and New Jersey. As a credit union, we are a cooperative financial institution, owned and operated by its members. The basis of our philosophy is "people helping people."
"Together, we will be our members' heroes and build relationships that create lasting legacies, one person at a time." In order, to hire and retain employees who will make this mission their own, we offer competitive pay, a comprehensive benefits package, and a rewarding work environment with opportunities for career development.
Responsibilities
As a Call Center Support Leader your day is spent handling all points of contact regarding member accounts, problems and/or transactions to undercover needs that lead to the sale of Sun East products.. You thrive in a fast-paced environment. As one of the voices of our credit union, you make sure that your warm smile and helpful attitude comes through in every phone interactions.
You resolve and report on member experience related issues and maintain effective 2-way communication between staff and the Call Center Manager. As a Call Center Support Leader you will handle daily reports from the call monitoring system and report the weekly call handling times to staff. This will enable you to maintain the service level expectations for all Call Center channels. You will also handle scheduling of daily departmental responsibilities along with lunch and break times for staff.
The Call Center Support Leader will be responsible for completing loan applications received through the Call Center, while demonstrating an understanding of IRA key terms and requirements by answering IRA questions and providing the appropriate forms and documentation. You will provide members information on the varying products and services Sun East has to offer, including the current marketing promotions and will respond to requests for members including: wire transfers, check copies, ordering pin numbers for cards, verification of funds and more.
You are trained to handle as much as possible yourself but need to forward some calls to your supervisors or other departments.
QUALIFICATIONS FOR A CALL CENTER REPRESENTATIVE
- Inbound call center experience required
- Knowledge of PCs, Mobile and Tablet Devices
- Strong verbal communication skills
- Good reasoning ability and problem-solving skills
- Good public relations skills
- Previous lending experience required, including: knowledge of lending policies, regulations and guidelines
- Good organizational skills
- IRA experience a plus
- Bilingual skills plus
- Please be advised that credit, criminal, employment, and education background checks are conducted on potential candidates. A post-offer, pre-employment drug test is also conducted.
WORK SCHEDULE
This position typically works Monday-Friday with two Saturday shifts a month. Hours vary with at least one evening shift a week. Call Center hours are 8:00 am to 7:00 pm on weekdays and 8:00 am - 1:00 pm on Saturdays.
ARE YOU READY TO JOIN OUR TEAM?
If you feel that you would be right for this Call Center Support Leader position, please fill out our initial 3-minute, mobile-friendly application. We look forward to meeting you!
