Overview

Job Summary:
Provides exemplary member service to our new and existing member base, assisting members with account inquiries and resolving any issues they may be experiencing regarding on-line banking, their Credit Union accounts and loans. This is accomplished through email and phone communication with the goal to grow membership through educating callers on credit union products and services.
Essential Functions and Responsibilities:
· Answers phones and emails, determines and meet member’s needs in a responsive, efficient manner
· Work across departments and branches to assist members with products, services, questions and issues
· Provides advice, counsel and solutions directly to member inquiries
· Open new membership accounts
· Welcomes new members to the Credit Union and educates them on available products and services
· Interviews members regarding service level received and determining potential member referrals
· Source and recruit new members to join the credit union
· Process all plastic card requests, debit/credit cards
· Research and resolve issues that arise connected to plastic cards
· Provides support to members with certificate renewals
· Order and send out welcome packets to all credit card holders
· Review emails that come into the Call Center and verify everyone’s address
· Process all request that come in from Suspensions and Social Security
· Route all company outgoing mail and process any returned mail
· Process pay by phone account payments and take fee from member accounts
· Process all credit card balance transfers
· Adhere to regulatory and legal compliance within the Call Center
· Work with manager to create and maintain reporting determining service levels to include but not limited to call volume, call type, call times, calls dropped, etc.
Requirements:
· High school diploma, or GED, some college preferred
· Minimum 2 years customer service experience preferably in a call center or financial services environment
· Must be able to meet and exceed established sales and service goals and targets
· Professional demeanor includes treating all with tact and diplomacy
· Demonstrated superb follow-through and organization skills
· Excellent communicator both verbally and in writing
· Strict attention to detail, errors cannot occur
This position will be regularly scheduled 2 – 3 days per week and a half day, until 1:00 pm, every other Saturday. May be asked to pick-up hours to help cover vacations. We offer paid holidays, paid time off and a matched 401(k) savings plan.


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