Call Center Representative Tier 2

Join Our Team

For over 70 years, Teachers Federal Credit Union has been committed to guiding members toward building a strong financial foundation today for a better tomorrow. Named one of America's Best-In-State Credit Unions by Forbes Magazine in 2022, Teachers has grown into one of the leading credit unions in the United States. As we broaden our national reach, we will continue to ensure that Teachers is a Best Place to Bank and a Best Place to Work. Teachers offers a variety of exciting career opportunities ranging from part-time and full-time staffers to executive leadership roles.

Summary:

Answers incoming calls inquiring about products with a focus on selling products or services. Performs call logging and routine tasks to fulfill caller requests. Answers inquiries regarding the company products, payments, services, following scripts or standard responses. Enters orders and assists the member with services by suggesting appropriate products. May redirect calls to other teams depending on the nature of the inquiry. Provides a high quality of service, achieves department goals and adheres to policies and procedures.

Education and/or Experience:

• A high school education or GED required

• Minimum one year of financial services, lending, insurance, or investment experience required

• Call Center experience preferred

• Microsoft Excel and Word proficiency required

• Strong oral/written communication, interpersonal, problem-solving, multitasking, mathematical, computer and internet skills and excellent telephone etiquette required

Job Duties:

• Responds to member inquiries using standard scripts, dialogues, or talking points. Processes routine requests for information or services and transfers complex requests to support teams

• Guides callers navigating the company site or using products or services

• Receives calls focused on account maintenance. Update member account information, complete check order requests.

• Submit applications for products and submit referrals

• Identifies opportunities to upsell additional products and tracks prospect interactions in system

• Establish new member accounts

• Performs call logging and routine tasks to fulfill caller requests

• Answers inquiries regarding the company products, services, following scripts or standard responses

• May redirect calls to other teams depending on the nature of the inquiry

• Properly verify callers using policy and procedure to ensure security of accounts

• Complete Stop Payment request processes using policy and procedure

• Document account actions in CRM Salesforce

• Inform manager when restricting/un-restricting accounts, cancelling debit cards, or request a fee override, etc.

• Follow procedure for CRM intake calls

• Ensure second verification completed prior to any forms/letters sent out.

• Maintain awareness of and comply with policies, processes procedures and applicable laws/regulations

• Maintain compliance, by ensuring all required internal training is completed by required due date

Benefits of Joining the Teachers Team:

We provide a competitive compensation and benefits package that includes, but is not limited to:

• Paid time off for vacation, personal days, and holidays

• Fully-funded pension plan

• 401(k) company contribution

• Teachers pays 100% of Dental & Vision premium

• Tuition reimbursement is offered to full-time employees

• Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers

• Flexible hybrid schedule for eligible positions

The good faith range for this position is $19 to $23.15 an hour. This range is an estimate, based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law.

All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility.

To learn more about Teachers and to view a full list of our job opportunities please visit https://www.teachersfcu.org/about/careers

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