Job Details
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.
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