Service Center Rep I

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Overview

Description

Identify and resolve member needs while providing outstanding member service over the phone. This position requires cross selling credit union products and services that fit the member's needs.

Responsibilities

• Assumes responsibility for the effective and professional performance of member service functions.
• Actively and enthusiastically cross sells credit union products and services.
• Performs account maintenance and account changes as needed.
• Processes a variety of electronic funds transfers such as ACH, Wires, and Card Payments.
• Presents and explains Credit Union services and products to members and assists in meeting their financial needs.
• Provides necessary tools for account use such as check orders, debit cards, credit cards, and access to online banking.
• Answers questions and solves problems for members by listening to concerns, collecting data, securing answers and reporting results to the inquiring party.
• Completes the account opening process as well as the account closure process.
• Identifies and resolves the member's needs while providing outstanding member service over the phone.
• Prevents fraud through proper member verification.
• Provides account services to members by receiving deposits and loan payments, issuing withdrawals, performing monetary transfers, and selling cashier's checks.
• Performs card maintenance and research through the Visa system.
• Processes member disputes.
• Stays current and complies with all UCCU policies / procedures including security protocol by participating in the employee certification program.
• Assumes responsibility for establishing and maintaining effective, professional business relations with members.
• Resolves member requests and questions promptly and courteously.
• Keeps members informed of Credit Union products and services.
• Maintains and projects the Credit Union's professional reputation.
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and management.
• Completes required paperwork and records accurately and promptly.
• Attends meetings and trainings as required.
• Assumes responsibility for related duties as required or assigned.
• Actively and professionally cross sells Credit Union products and services.
• Ensures that work area is clean, secure, and well maintained.
• Exudes caring and professional attitude in all interactions with members, prospective members and coworkers.

Performance Measurements

Qualifications

EDUCATION / CERTIFICATION : High school graduate or equivalent.

REQUIRED KNOWLEDGE : Thorough knowledge of teller functions and credit union products, services, and policies. Understanding of member bookkeeping procedures.

EXPERIENCE REQUIRED : Previous related experience is helpful.

SKILLS / ABILITIES : Excellent communication and public relations skills. Professional appearance, dress, and attitude. Ability to operate related computer applications and business equipment including 10-key and telephone. Solid math and bookkeeping abilities.

Physical Activities And Requirements Of This Position

TALKING : Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

AVERAGE HEARING : Able to hear average or normal conversations and receive ordinary information.

FINGER DEXTERITY : Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

REPETITIVE MOTION : Movements frequently and regularly required using the wrists, hands, and / or fingers.

AVERAGE VISUAL ABILITIES : Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH : Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS : NONE : No hazardous or significantly unpleasant conditions (such as in a typical office).

Mental Activities And Requirements Of This Position

REASONING ABILITY : Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.

MATHEMATICS ABILITY : Ability to perform very simple algebra.

LANGUAGE ABILITY : Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias. Ability to prepare memos, reports, and essays using proper punctuation, spelling and grammar. Ability to communicate distinctly with appropriate pauses emphasis; correct punctuation (or sign equivalent), and variation in word order; using present, perfect, and future tenses.

Other

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

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