Job Title: Call Center Representative 1 Department
: Call Center
: No FLSA
: Non- Exempt
Call Center Asst Mgr/Supervisor
Position Purpose and Objectives
The Call Center Representative 1 position provides for significant member impact by ensuring excellent member service while having built a thorough knowledge of financial services, including: account management; all facets of account resolution; and general loan assistance. May assist with new hire training. Individuals interact with Members and the public in vast occurrences with a major impact on the organization.
Essential Functions and Responsibilities
Uses excellent service standards incorporating methodology of building rapport and interviewing thoroughly in every work-related interaction with both external and internal Members.
Uses positive and professional tone and displays empathy with all callers and Team Members. Ensures that a smile can be heard on each call.
Assists Members accurately, thoroughly and as efficiently as possible while maintaining consistent and friendly service.
Gathers all pertinent information required in verifying the callers’ requests to move towards a resolution that supports Arrowhead Credit Union’s current policy or procedure. Representative must complete this step before requesting supervisory assistance.
Meets or exceeds all department and member service standards.
Identifies opportunities and refers the appropriate products and services to Members. Meets or exceeds all department referral goals.
Assists Members with wide range of transactions, deposit holds, card issues, and resolves general to complex Online Banking or automated services inquiries and account inquiries.
Provides general loan assistance, processes payments by transfer, payments by phone through ACH or Debit Card processing system; processes loan due date changes and payment arrangements.
Balances daily to Symitar.
Assists Members with problems or disputes involving research with reasonable supervisory assistance.
Accurately completes check, ACH and bill payment Stop Payments, fraud and non-fraud dispute claims. May assist with Stop Payment audits.
Communicates areas needed for process improvements and gives consistent feedback to managerial staff concerning areas of gaps in member service.
Resolves account issues within authority such as releasing account holds, card status resolutions and payment of rejected items.
Acts as a member advocate, being ever-conscious of the value of the Member and membership, using a flexible and open-minded approach and gaining approval for any decisions outside of authorization limits.
Continuously improves knowledge by using learning initiatives through the organization’s training and learning center.
Maintains a working knowledge of BSA/AML laws/regulations applicable to area of responsibility; complies with all BSA/AML and OFAC laws/regulations.
Other duties as assigned by supervisor as necessary to achieve the goals of the Credit Union and the department.
Positions directly supervised
This position has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and /or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Competencies for this position
Multi-tasking in Fast Paced Environments.
Education and Experience
High school diploma or its equivalent; and a minimum of one (1) year of experience in a customer service role where a proactive service attitude is required.
Specific knowledge, skills, and abilities required for this position
Ability to learn basic to complex banking functions and successfully apply them while maintaining a proficient knowledge of and compliance with all applicable rules and regulations under BSA/AML and OFAC regulations. Ability to maintain a proficient knowledge and compliance of all applicable rules and regulations under BSA/AML and OFAC regulations. This includes, but is not limited to: Bank Secrecy Act; SAFE Act; Anti Money Laundering; Regulation CC; and Regulation Z.
Above-average ability to communicate concisely and confidently using professional telephone or e-mail etiquette; ability to understand written and oral language; ability to listen to Members and probe for details to understand what may have transpired on an account, verify the Member’s perspective, and be able to arrive at a resolution to assist the Member within our guidelines. In addition, an individual must be able to work through situations that are complex, and be able to communicate and resolve issues for Members that may be upset or demanding, all while remaining calm and friendly, and seeking supervisor assistance when necessary.
Ability to demonstrate intermediate math skills including: adding; subtracting; multiplying and dividing using whole numbers, common fractions and decimals.
Ability to quickly develop a working knowledge of banking practices; core financial operating systems; Credit Union products and services; and loan policies and products. Ability to make good judgements using sound reasoning and critical thinking to resolve Member issues, and the ability to maintain composure and courtesy with Members and Team Members alike.
Other Skills and Abilities:
Ability to use office equipment such as a phone, a headset, personal computer, and calculator. Must have the ability to multi-task in a busy and demanding environment; be flexible and adapt quickly to changing conditions. Must have the ability to be bonded, be able to type proficiently and the ability to be punctual and have regular attendance.
Certificates, licenses, etc. required for this position:
This position operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, headsets, photocopiers, filing cabinets and fax machines.
The physical demands described below are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. They are subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the functions of this job, the Team Member is regularly required to do the following:
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace. Those applicants requiring reasonable accommodation to the application/interview process should notify the Human Resources Department at (909) 379-6643.
- Sit at a desk for long periods of time
- Intermittent standing, walking, bending, stooping, and neck flexing.
- Intermittent pushing, pulling and reaching above, at and below shoulder height.
- Repetitive motion - frequent keyboarding and mouse usage requiring the fingers to make small movements and the use of hands and wrists.
- Manual dexterity.
- Simple grasping by using fingers and palm on an object.
- Talking- Convey detailed or important instructions or ideas accurately, loudly or quickly
- Carrying - transporting an object, usually by hand. The ability to carry and lift files and coin up to 10 pounds.
- Travel to meetings and events may be required.