Job Description

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.
• 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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