Call Center Representative

Role Receives incoming calls and determines the products, services or resources that the caller requires (or could benefit from). Provides direct support services to members or connects them with the staff who can provide them the specific assistance they need. Typically, has more than 2 years of experience or is responsible for addressing more escalated and complex member issues, while ensuring the highest quality of member service.

Major Duties and Responsibilities Weight Description 30% Identify products/services that might be beneficial to members and provide them with information over the phone about the products/services and how they would provide value to the phone and encourage them to upgrade their relationship with the company (cross-telling/selling). 20% Perform teller functions for members (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions, reissue and reset pin numbers, process loan or credit card payments, etc.) to assure members needs are addressed in a polite and friendly manner. 20% Research and solve routine member questions, problems and concerns. Ensure proper follow up and member satisfaction. 15% Answer incoming calls and determine the needs of the caller and verify the caller's identity, then determine if you can provide direct assistance (i.e. teller services) or that you will connect the caller with the appropriate resource to address their need, minimizing the caller's time and effort in resolving their concern. 10% Monitor and process loan payoff information and provide this communication to dealerships and insurance companies in an accurate and timely manner. 5% Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling member requests and merchant verifications. - Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Knowledge and Skills EXPERIENCE Minimum of 2 years in a financial institution.

EDUCATION/CERTIFICATIONS/LICENSES High school graduate or GED INTERPERSONAL SKILLS Knowledge of credit union products and services. Must have excellent phone and written communications skills. Knowledge of Credit/Debit card, ATM card procedures and Regulation E requirements.

OTHER SKILLS Must be dependable and present a professional appearance with a pleasant personality at all times. Ability to work well with people. ADA Requirements PHYSICAL REQUIREMENTS Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs.

Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.

Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. MENTAL AND/OR EMOTIONAL REQUIREMENTS Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions.

Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of members service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.

Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matter