Call Center Representative

Role: To assist members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area.

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.

Performance Measurements

• 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

Experience- One year to three years of similar or related experience.

Education- A high school education or GED.

Interpersonal Skills- Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills- Good listening and telephone skills; able to operate a 10-key calculator, and computer keyboard; able to make decisions with minimum information.

Physical Requirements- Light lifting required.