Purpose/Duties
Dominate in service by maintaining a working knowledge of all products, services, organizational policies and procedures. Responsible for providing a high level of quality service while cross-selling credit union products and services. Performs a variety of Sales and Service functions via telephone, email and live chat, in a call Center Environment. Must be able to work Saturdays. Must participate in annual training as required for BSA and the Privacy Act. Must be able to work minimal before or after hours for meetings/training, as needed.
Key Result Areas
- Provides prompt, friendly and accurate service while learning the member’s needs,
- Demonstrate understanding of what value our product has for the member, and know how to promote our product’s features and benefits for each member, thereby improving our member’s financial life.
- Resolves product or service issues by clarifying the member’s concern, determining the cause, selecting and explaining the best solution to solve the issue, expediting correction and following up to ensure resolution.
- Perform member account maintenance as required including IRAs and Lending maintenance.
- Maintains member records by updating account information and performs research as needed. Research includes knowledge of various reports and how to access them.
- Provide 1st tier technical support of Achieva’s electronic services, including but not limited to; Online Banking, Mobile Banking, Mobile Deposits, all types of electronic payments and money movement.
- Skilled in accurate Authentication with ability to recognize high risk callers, thereby mitigating fraud risk.
- Provide 1st tier support of card service functions. Able to navigate card/payment software.
- Process Fraud/Dispute processes for Debit/Credit card transactions.
- Ability to conduct product and system testing as required.
- Maintains high level of procedural knowledge while participating in continuing education classes and shadowing other departments.
- Excellent communication skills to support all interaction channels, including but not limited to Phone, Chat & E-mail.
- Accountable for meeting productivity and quality goals.
- May work remotely as necessary.
- Ability to set up home workstation and troubleshoot connectivity and technology in a remote situation.
- Demonstrate ability to work independently, meeting performance, efficiency and quality expectations.
- Represents the credit union in a courteous and professional manner.
- Professional and efficient communications with all departments promoting synergy.
- Maintains member confidentiality in all aspects of providing services to membership.
- Responsible for upholding all credit union ethical standards.
- Responsible to know and uphold the Department’s Standards of Service
- Responsible to fit member (internal and external) interactions within our Brand Frame
- Perform other essential job functions as required or assigned.
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Required Education
- High school diploma or G.E.D.
Required Experience
- Minimum 1 year financial institution experience
- Minimum 1 year call center, sales, or similar/related experience
Required Skills
- Ability to identify and solve problems
- Basic to intermediate computer skills
- Microsoft Outlook
- Word
- Excel
- Window based PC computer
- 10 Key calculator
- Data entry 30-45 WPM
- Exceptional communication skills oral and written
- Ability to multi-task
- Organizational skills
- Attention to detail
- Good interpersonal skills
- Professional demeanor
- Ability to work independently
- Self-utilization of resources
- Self-motivated
- Comfortable making decisions
- Ability to work in a fast paced environment
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