Essential Functions & Responsibilities:
Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority; refers problems that are beyond their authority to their supervisor, along with their recommendations.
Assists members and employees with all electronic services including mobile banking, remote deposit capture, home banking, online accounts and web loan payments.
Takes credit applications received by phone and forwards the application to a Loan Specialist for processing.
Identifies cross-sell opportunities and cross-sells services to members.
Ensures the appropriate records are maintained and required reports are prepared.
Provides check and deposit verification for merchants.
Performs other job related duties required or assigned.
Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
Successfully resolve member issues with limited transfers.
Process member transactions with zero unresolved errors.
Successfully recommend a new product or service to qualified members.
Contribute to overall Call Center Quality Loop score of 6.7 or higher.
Knowledge and Skills:
One year to three years of similar or related experience.
A high school education or GED.
Work normally involves contacts with persons beyond immediate associates generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors) requiring ordinary courtesy in providing assistance and information.
Good listening and telephone skills; able to operate a 10-key calculator, and computer keyboard; able to make decisions with minimum information.
Light lifting required.
America's First Federal Credit Union