Position Overview
The Call Center Specialist serves as a primary point of contact for members by phone, email, fax, and voicemail. The role focuses on delivering exceptional member service, processing account transactions, supporting electronic banking services, opening new accounts, resolving member issues, and promoting credit union products and services.
Key Responsibilities
Member Service & Account Support
- Handle incoming member calls and resolve inquiries and concerns.
- Process transactions including:
- Withdrawals
- Fund transfers
- Account maintenance
- Support branch teller and member service operations as needed.
New Accounts
- Determine membership eligibility.
- Open new accounts.
- Ensure required documentation and regulatory disclosures are completed.
Deposit & Account Maintenance
- Verify accounts.
- Order debit/ATM cards.
- Process stop payments.
- Answer questions regarding deposit products and services.
Electronic Banking Support
- Assist members with:
- Online banking (NetBranch)
- Telephone Teller
- Bill Pay
- Mobile Banking
- Direct Deposit
- Credit, Debit and ATM cards
- Troubleshoot electronic service issues.
Dispute Processing
- Support card, draft, and ACH disputes.
- Gather documentation for the EFT department.
Sales & Relationship Building
- Identify member needs.
- Cross-sell appropriate credit union products and services.
- Maintain sales and follow-up logs.
Compliance & Confidentiality
- Maintain confidentiality of member and employee information.
- Follow applicable federal and state regulations and internal procedures.
Required Knowledge, Skills, and Abilities
Technical Skills
- Financial institution operations experience.
- New accounts experience.
- Knowledge of banking products and services.
- Microsoft Office proficiency.
- General PC and office equipment skills.
Communication Skills
- Strong verbal and written communication.
- Ability to professionally handle high call volumes.
- Effective problem-solving and conflict-resolution skills.
Customer Service Skills
- Member-focused mindset.
- Strong interpersonal skills.
- Ability to manage multiple tasks simultaneously.
Sales Skills
- Cross-selling and referral generation.
- Ability to identify member needs and recommend solutions.
Organizational Skills
- Detail-oriented.
- Strong time management.
- Ability to maintain accurate records and reports.
Minimum Qualifications
- At least 1 year of experience in a financial institution in Operations and/or New Accounts, or equivalent experience.
- Knowledge of applicable federal and state regulations.
- Preferred: Associate degree (2-year degree) or equivalent experience.
Core Competencies
- Customer Service Excellence
- Communication
- Problem Solving
- Multi-Tasking
- Compliance Awareness
- Relationship Building
- Attention to Detail
- Teamwork
- Sales and Referral Development
- Adaptability
Pay: $16.00 - $18.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Experience:
- Banking: 1 year (Preferred)
Language:
Work Location: In person
