What You’ll Be Doing
Serve the Membership by supporting multiple contact channels, primarily via telephone and by providing World Class Personal Member Service on every contact, while completing transactions or providing information on Credit Union products and services.
Serving the Membership over the telephone by processing Member transactions and providing product and service information, while supporting multiple call queues.
This includes but is not limited to :
- May communicate with Members using electronic correspondence.
- Assisting the department by completing projects and reports.
- Providing suggestions for streamlining department and credit union operations.
- Assisting the department with the training of new and existing team members and serves as a role model.
- Advocate for our Members and be willingly to escalate calls as appropriate and or solicit help as needed.
- Delivering World Class Personal Member Service professionally and efficiently, while contributing to department goals on Quality Control and Contact Center service objectives.
- Maintains confidentiality of credit union and Member records.
- Performing various file maintenance including processing requests for a change of address, check orders, and ordering ATM cards, etc.
- Informing Members of credit union promotions and / or new products and services.
- Performing advanced research on accounts and identifies and corrects Member account problems.
- Having a working knowledge of credit union savings and loan products and all services.
- Providing consultative services to Members regarding credit union products and services by assessing the Member's needs and addressing their concerns by gaining agreement.
- Providing additional area of expertise on one or more advanced queues, such as loans, retirement, real estate, foreign language or e-services queue.
- Demonstrating empathy to our Member’s needs on each and every Member interaction.
Additional Job Functions
- Performs other duties as assigned
- Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.
Failure to do so may result in disciplinary and other employment related actions
Qualifications
- High School Diploma or GED required
- 1-3 years of previous related experience required
Knowledge, Skills, and Abilities
- Concentrates on caller
- Listens without interrupting
- Asks questions to clarify and verify information
- Recaps transaction to ensure understanding
- Identifies essential information
- Enters information quickly
- Displays expected level of accuracy
- Summarizes transaction clearly and concisely
- Uses correct terminology
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