Provide knowledgeable, polite and helpful service to members by phone, mail, email or in person regarding questions/concerns with accounts, services, policies, procedures, current promotions etc…. Provide basic user support and troubleshooting for phone, home and mobile banking and bill pay.
Exercise good listening skills to interpret members’ needs and concerns, provide suitable resolution options and take appropriate actions in a timely manner, following established policies and procedures. Demonstrate attention to detail, accuracy, thoroughness and timely follow through while processing member requests.
Demonstrate effective and productive call handling skills through attention to the call queue, maintaining Ready status, limiting hold times, and efficiently completing after-call wrap up work. Use good judgment regarding use of time and resources relative to the service provided. Maintain good call control and defuse calls to limit the need for escalation.
Analyze accounts, offer resolution options, and provide tools, information and explanations for members to be able to effectively maintain their accounts. Recommend appropriate products and services to members in order to increase account relationships and retain membership in support of Credit Union goals.
