Job Title: Connection Center Representative
FLSA Status: Non-Exempt, Full-Time
Reports To: Connection Center Supervisor
Pay Level: 6 $19.65 per hour to $28.54 per hour
Department: Connection Center-Minnco Center
Position Objective:
The heartbeat of our organization, Connection Center Representatives provide exemplary service to members by serving as liaison between the member and the credit union. The demonstrate effective phone communication skills while providing information, customer service, transactional duties, and/or problem solving for the member.
Essential Duties and Responsibilities:
- Builds relationships with members or soon-to-be members by providing secure service and information in a pleasant, professional, and efficient manner via telephone and other various forms of communication.
- Performs all functions in a manner which aligns with Minnco’s philosophy of enhancing our member’s financial well-being.
- Researches and solves member questions, problems and issues concerning credit union accounts, ensuring proper and prompt follow-up and member satisfaction.
- Verifies accounts, open/close accounts, process stop payments on share draft accounts, order check/ATM cards, and answer questions regarding share accounts, share drafts, VISA cards, ATM cards, IRAs, etc.
- Assists members with basic questions regarding their share accounts and loans, remote access, and general wire transactions.
- Processes loan and VISA payments over the phone.
- Follows credit union guidelines regarding member fee reversals and credits and provide proper tracking.
- Mails, faxes, or e-mails loan applications and/or information to members and prospective members.
Leadership and Professionalism
- Maintain and uphold Minnco’s Core Values in all work
- Ability to act with integrity and professionalism while maintaining confidentiality and objectivity
Required Qualifications
- High School Diploma or equivalent
- Strong communication skills and a commitment to providing excellent customer service
- Ability to analyze, prioritize, multi-task and make on the spot decisions regarding member transactions
- Ability to weigh member satisfaction issues with the Credit Unions exposure to loss and fraud
- Capacity to remain calm in emotional situations and work to problem solve for a win-win outcome
- Proficient with Microsoft Office with the ability to easily learn different programs and applications
- Possess active listening skills
Desired Qualifications
- Four-Year Degree in a related field
- Two or more years of member service and/or teller experience in a financial institution strongly preferred
- Previous experience in a call-center environment preferred
- Previous experience with Fiserv DNA
Environment and Physical Demands:
The majority of work will require sitting/standing while using the computer, and participating in meetings (in person, while on the phone, or online). Using finger dexterity for typing on the keyboard plus reading and viewing computer monitor.
Work Location
Employee will work in an office setting with low noise level, full-time Monday thru Friday between the hours of 730am and 6pm. Rotating Saturday shift (one per month from 830am to 2pm is required. Work week schedule will be flexed to accommodate this. This position will be housed out of the Minnco Center Administration Building.
Our Company
Since 1935, Minnco Credit Union has provided the people of East Central Minnesota with quality financial products and services at the lowest possible cost. Having grown to more than 30,000 members, Minnco Credit Union is preserving its rich tradition by continuing to provide our members with new, convenient products and services to meet the demands of today’s hectic lifestyles.
Our Core Values
The acronym STRIVE encompasses our core values of Strength, Trust, Respect, Integrity, Value, and Engagement. At Minnco, we are committed to providing these values to both our members and employees, and therefore STRIVE to fulfill these principles every day.
Benefits Offered
- High Deductible Health Plan at low cost to employees, with a $2000 employer contribution to your eligible HSA account.
- Flexible Spending Accounts
- Dental
- Life Insurance, Long Term Disability and AD&D for Full-time 40-hour employees
- Long Term Disability insurance which pays 60% of salary after 90 days
- Retirement Benefits
- Generous PTO Benefit
- Employee Assistance Program
- MN Paid Family and Medical Leave
This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the discretion of Minnco Credit Union.
Complies with the Bank Secrecy Act/Anit-Money Laundering/CIP (U.S. Patriot Act), privacy procedures and policies.
Minnco Credit Union does not discriminate based on race, sex, color, religion, ago, nationality, origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
