MEMBER CONTACT CENTER REPRESENTATIVE
Effective date: 01/7/2025 Hours: Monday-Friday 8:30 AM - 5:30PM and rotating Saturdays 9:00AM - 1:00PM
Role:
Handles all incoming calls to the credit union via the Member Contact Center. Responsible for preparing and completing loan applications. Represents the credit union in a professional manner when assisting members or potential members on the phone or via correspondence. Assesses the needs of the members and works to deepen the member's relationship by actively promoting our products and services. Performs a variety of routine daily transactions and file maintenance for members by phone.
Essential Functions & Responsibilities:
Handles incoming and outgoing member contact by phone. Determines the caller's need, assists with requests and ensures complete and accurate information is delivered in a timely manner. Performs all file maintenance to meet the needs of the member, including but not limited to: adding & removing joint owners, e-services (online/mobile banking, bill pay, TouchTone Teller), ordering checks, issuing stop payments, ordering debit/credit cards, making adjustments to accounts (with parameters), processing wire transfers, closing accounts, processing check withdrawals, processing incoming mail/payments, card related requests/ disputes. Proactively identifies cross-sell opportunities and provides members with the appropriate products and services to meet their needs.
Reviews, processes and responds to member emails and secure message requests.
Handles returned mail and processes mailed in payments/deposits. Maintains records, files and reports as well as assigned administrative responsibilities.
Performs other related duties as assigned.
Performance Measurements:
Maintains a working knowledge of the credit union’s complete line of products and services, as well as all compliance regulations.
Completes all transactions, member requests and file maintenance accurately with nominal and zero errors.
Provides exceptional service to all members and non-members by phone or correspondence.
Identifies member needs to sell and cross-sell products, services and special promotions.
Direct all calls to the appropriate person with minimum transfers. Takes and delivers messages for callers who decline voice mail.
Follows written procedures to ensure processes are completed correctly.
Knowledge & Skills:
Experience
One year to three years of similar or related experience.Education
A high school education or GED equivalent.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
Professional telephone demeanor and ability to perform with minimum supervision. Strong telephone and verbal communication skills along with active listening. This includes the ability to handle difficult situations with tact, empathy and professionalism. Must be detail oriented with the ability to multi-task in a fast-paced environment. Must be able to effectively use Microsoft Windows, common office applications, and common office equipment.
Physical Requirements
This is largely a sedentary role; however, some filing is required. This would require the ability to lift and carry up to about 10 pounds. The ability to bend, reach, stoop and walk short distances. Requires the ability to communicate effectively using speech, vision and hearing. Requires the use of hands for simple grasping and fine manipulations as well as keyboarding / typing. Comprehending: Must be able to quickly read and comprehend complex information as transmitted through any normal business communication method. (Examples: spoken communication, on paper, via e-mail, via voice mail, text message, etc.) Leaming: Must be able to quickly and accurately assimilate and retain new information presented through any normal business communication method. (Examples: spoken communication, on paper, via e-mail, via voice mail, text message, etc.)Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, telephones, photocopiers, scanners, and fax machines. This job may require travel to other Branches for work/meetings/training. Work pace can be very fast during peak periods of the day, week or month.