Full Job Description
To assist members and potential members with their telephone requests; explains services, responds to problems, and directs inbound phone calls to the appropriate area, loan and account services, assistance opening or troubleshooting any Credit Union account, or with any consumer loan.
Major Duties and Responsibilities
Accurately and efficiently performs routine member transactions on member accounts, including but not limited to visa and other loan payments, transfers, processes loan applications, assists with online banking problems like resetting passwords or troubleshooting account problems etc.
Assists members with opening and closing accounts. Answers member questions, seeks solutions to answer member needs and to resolve problems. Understands when to seek assistance from supervisors along with providing their own recommendations.
Completes training assignments and attends assigned training sessions timely and with a satisfactory outcome.
Abides by, and maintains current and thorough knowledge of Credit Union policies and procedures
Cross sells and presents the features and benefits of Credit Union products and services. Looks for opportunities to deepen the CU relationship with each member by creating referrals for the Credit Union Auto Buying Service, mortgages, or Member’s Financial Services. Maintains awareness of the goals established for the branch, and for the Credit Union.
To ensure that they are thoroughly familiar and compliant with all State and Federal laws, and regulations. This includes maintaining as current any personal certifications or registries as applicable, and as required by law and for completing any required training or submitting any required information in order to ensure that they are kept current. This includes staying compliant with the S.A.F.E. Act, BSA, and all other applicable laws and regulations.
Maintains member account information in Symitar; ensuring that loan notes and other member information is notated as required.
Provides Raving Fans Service to all members and co-workers.
Six months to two years of similar or related experience, including time spent in preparatory positions.
Education, Certifications, and Licenses
High school degree or GED required.
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.