Responsibilities

• Enhance the membership experience by providing customer service in a pleasant, professional, courteous, and efficient manner via telephone or correspondence.
• Ensure that necessary follow-up phone contact is made daily in order to deepen and maintain relationships with the members.
• Advocates for the member and acts as a liaison between the Credit Union and the member when necessary to gather information for a decision.
• Performs a variety of routine daily transactions for members by phone, including, but not limited to: providing account balance information, answer questions regarding share and draft accounts, money market accounts, debit card inquiries, account transfers, cleared checks, deposit and loan rates, credit card payments, direct deposits, check orders and stop payments.
• Support and educate members who request assistance for the use of Home Banking, Bill Pay, Mobile Banking, Online Account Opening, Shared Branching and other electronic services that are provided to the members.
• Takes incoming call requests for ACH payments from members and forwards to appropriate department for processing.
• Takes incoming calls requests from members for statement and check copies and forwards to appropriate departments for processing

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• At least 1-2 years in a Credit Union, Financial Services or Credit Card call enter environment is preferred.
• Six months in a call center environment is preferred.
• Must have excellent interpersonal skills when interacting with other departments and/or co-workers.
• Must have excellent communication and listening skills using courtesy, discretion and professionalism at all times.
• Demonstrates a positive and cooperative attitude with high regard for providing quality member service.
• Project a positive can do attitude to help sustain a team atmosphere within the Credit Union.
• Possess intermediate mathematical skills performing calculation involving percentages, decimals, etc.
• Computer navigation skills such as but not limited to, MS Word, Excel, Outlook, Internet Browser Applications, Online/Chat Support Software, Home and Mobile Banking experience are preferred.
• Comply with job related regulatory requirements including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending Regulations.

KNOWLEDGE, OTHER SKILLS AND ABILITIES:

• High School Diploma and two to three year’s related experience and/or training; Associate’s degree or equivalent from two-year college preferred.