Phone Branch Representative I

Job Description

Job Description

Description : Summary :

Handle all incoming calls and service requests directed to our Phone Branch. Open new accounts, handle member inquiries / transactions, account / loan maintenance and research requests. Provide accurate information, research and resolve members’ problems, and determine member needs while proactively cross selling credit union products and services in a professional, courteous and efficient manner. Remain current on all laws, rules and regulations including BSA and CIP programs.

Essential Duties and Responsibilities :

• Promptly answer all incoming calls in a polite, professional manner while complying with member identification procedures and ensuring member information security at all times. Determine caller’s nature of business and personally assist or when necessary, announce the caller and transfer to the appropriate individual or department. Comply with Wheelhouse Credit Union’s Internal Service Standards when communicating information to other branches / departments.
• Provide a high level of quality member service. Answer each call with a “telephone smile.” Be professional, courteous, tactful and a good listener.
• Strive to meet and exceed all Goals and Objectives set by the Phone Branch Manager.
• Open accounts for existing members via phone and assist with online new account processing for applications submitted via our website. Act as a source of information for new and existing members who are seeking information about new accounts products, modifications to existing accounts or membership qualification. Promote and cross-sell additional Wheelhouse Credit Union products and services that fit our member’s needs.
• Assist members with set up and navigation of Home Banking, Bill Payment, Mobile App and other Credit Union digital / online products, as they are applicable. Reset / unlock passwords, research and assist with trouble shooting member access issues and other digital banking related requests.
• Process members’ account / loan inquiries, transactions, loan payments, copy requests, fee reversals and check orders. Research account discrepancies, errors and complaints; follow up to the point of resolution or direct to the applicable department for further assistance.
• Maintain full knowledge of the Credit Union’s products, service and transaction procedures as required for performing service functions accurately and efficiently. Thoroughly read, understand and keep record of all promotional materials, the Wheelhouse Weekly, Desk Procedures, Credit Union Procedures and any information provided to you in order to represent the Credit Union in a knowledgeable and professional manner. Comply with all BSA and CIP programs along with the applicable laws, rules and regulations.
• Other duties as may be assigned.

Requirements :

Position Requirements and Qualifications :

Job descriptions are not intended to be and should not be construed to be a complete list of all duties and responsibilities performed by incumbents, nor do they constitute an employment contract. Duties, responsibilities, and expectations may be added, deleted, or changed at any time at management’s discretion. Further, job descriptions do not represent a complete list of all the performance expectations and characteristics of individuals required to perform a job adequately.