TITLE: Call Center Representative 2
SUMMARY: Under limited supervision provides a broad range of credit union services to members via incoming telephone calls. Responsible for providing account information, and processing transactions such as withdrawals and transfers. Responsible for providing information and achieving cross-sales of all credit union products and services.
REPORTS TO: Call Center Supervisor
DEPARTMENT: Call Center
Note: It is preferred that the applicant be fluent in oral English and Spanish. Certification may be required.
Essential Duties and Responsibilities:
Represent the credit union to members in a courteous and professional manner and provide prompt, efficient and accurate service in the processing of transactions via telephone.
Perform routine transactions, including but not limited to issuing temporary checks, debit cards, processing deposits, withdrawals, stop payments, and loan payments.
Achieve cross-sales goals as assigned by management.
Provide by telephone specific service-related information concerning credit union services and/or policies.
Respond to member requests, problems, and complaints, and/or direct them to the proper person for specific information and assistance.
Service existing member accounts. Cross-promote credit union services and programs with each new credit union member.
Handle requests from members for transfer of shares to loan payments, share withdrawals, check requests, account closures, and any other request received from members. Mail receipts and checks to members as indicated by policy and procedure.
Research and resolve deposit, withdrawal, and loan payment discrepancies and assist members in balancing their accounts.
Process changes and assist members with the proper completion of payroll deduction and direct deposit cards. Set up payroll distributions.
Complete mandatory BSA compliance training annually.
Maintain a thorough working knowledge of credit union history and philosophies, as well as policies and procedures of the credit union.
Secondary Duties and Responsibilities:
12. Perform other duties as assigned by supervisor.
Requires detailed knowledge of all deposit products and related services offered by the credit union. A general knowledge of all other credit union products is also required. An understanding of credit union policies and procedures and the ability to effectively work with staff and members is necessary.
EDUCATION AND EXPERIENCE:
Requires high school education or G.E.D. equivalency certificate. In addition to education, requires one to two years experience in teller and financial services area of a financial institution.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to see, talk, hear and use standard office equipment such as computer/keyboard and phone.
Travel is occasionally local during the business day.