Call Center Representative

Purpose Provide leadership to other call center representatives and assist in problem resolution. Provide information and member support concerning the credit union and its products and services to credit union members, ensuring the highest quality of member service. Duties and Responsibilities 1. Serve membership by providing service and information in a pleasant, professional, and efficient manner via telephone or correspondence. 2. Research and solve more complex member questions, problems, and complaints concerning credit union accounts. 3. Continuously check member service voicemail and online chats and reply to these call/inquiries accordingly. 4. Close accounts, verify accounts, process stop payments on checking accounts, order debit/ATM cards, and answer questions regarding share accounts, checking accounts, open loans and forward members to lending officer queues with all new loan requests. 5. Log and prepare daily mail for branch processing. 6. Cross-sell credit union products and services when appropriate. 7. Assist members with basic questions regarding their loans and transfer to a loan officer for additional information when appropriate. 8. Assist members with remote access. Such as online banking, mobile banking and remote check depositing. 9. Provide information for incoming wires and prepare outgoing wire transfers received by phone. 10. Work the Online Account Opening (OAO) queue following current procedures on a daily basis. 11. Respond to member requests, problems and complaints and/or directs them, via warm transfer, to the proper person for specific information and assistance. 12. Remain current and knowledgeable on the various products and services offered by the Credit Union. 13. Report trends in calls of credit union issues to Call Center Manager/Lead or other department leads in order to report potential credit union issues. 14. Assist the credit union with outbound calling and other marketing initiatives as requested. 15. Manage length of calls by obtaining member name, account number, type of issue and call back number. Must return all calls in a timely manner, even if only to inform member of time frame for resolution. 16. Responsible for researching member inquiries to ensure proper follow up and satisfaction. 17. Ensure that all credit union member- employee-related business is kept in the strictest confidence. 18. Treat all credit union members and employees with a positive and cooperative attitude. 19. May cross-train or assist in cross-training other call center representatives 20. Be available to work according to the current Call Center schedule knowing future Saturday hours or extended hours may be added. 21. Performs other duties as assigned. Qualifications High school diploma or equivalent One or more years of experience as a Teller or previous Member Service experience is preferred. Skills Effective at sales Self-motivated Detail oriented and performance accuracy Strong ability to multi task Possess strong computer skills Personable and professional Disclaimer: This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to be interpreted as an exhaustive record of all duties, responsibilities and qualifications required of employees assigned to this job.