Full Job Description
Under general supervision, but following established policies and procedures, provides a variety of sales and service functions such as providing information on all Credit Union services by phone, email or mail and effectively cross-selling the products and services that meet the member’s specific needs. Responds to questions and/or provides information, processes requests/transactions as appropriate and assists members and potential members in understanding and utilizing Credit Union products and services.
Assists 50+ Credit Union members via phone per day providinggeneral and specific service-related information by phone and/or in writing to potential and existing members concerning Credit Union’s products, services and policies. Provides routine information including eligibility for membership, types of Credit Union accounts, interest rates, current dividend rates, branch locations, office hours and telephone numbers.
Responsible for meeting and/or exceeding monthly performance metrics.
Accountable for maintaining a meets expectations or better on quality assurance monitor evaluations.
Researches and responds to members' requests, problems and complaints via phone or written request striving for First Call Resolution on every call.
Sells Credit Union products and services to new and existing members by asking the right questions to determine what products and services best meet their needs.
Assists members with balancing their account, processes member requests for transfers of shares, share withdrawals by check, line of credit advances, and wire transfers, processes stop payments, helps complete relevant forms such as Direct Deposit and payroll deduction, and balances teller transactions.
Assists members in signing up for and using Online banking and Online Bill Payer.
Provides credit references to credit bureaus, financial institutions and verifies funds on member accounts via phone.
Processes requests for photocopies of share drafts, monthly statements, etc.
Orders and blocks plastic cards.
Follows established policies and procedures to safeguard the contact center computer system.
Keeps current on policies, procedures and changes pertaining to the contact center department by using the intranet/internet and other training and information tools available.
Adheres to safety and security programs designed to minimize loss relating to fraud and robbery.
Contributes to the effective Credit Union security by monitoring all call center functions ensuring they are secure at all times.
Adheres to all compliance standards set forth by Federal and State laws including, but not limited to: BSA, Money Laundering, Regulation CC and privacy of member information.
Completes annual training, where applicable, to remain current with regulations and compliance procedures.
Maintains and demonstrates practical knowledge of branch and/or facility security procedures to ensure the safety and soundness of the credit union.
Ability to lift 25 pounds, sit for long periods of time and use a computer for prolonged periods of time.
If designated as a bilingual position, will be expected to professionally converse with members in Spanish.
Performs other duties as assigned by the Contact Center Director.
Education and Experience
High school diploma or equivalent (GED), Associate's degree preferred.
Minimum of two years financial experience or contact center experience required.
Must have experience selling and cross-selling products or services.
Six months contact center experience preferred.
Ability to communicate effectively verbally and in writing.
Functional knowledge of Microsoft Office suite of products
Ability to perform routine mathematical calculations.
If designated as a bilingual position, must be able to pass a Spoken Language Assessment.
Ability to function in a call center environment and utilize standard office equipment including but not limited to: computer, 10 key calculator, fax, copier, telephone, etc.