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.

• 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.