Call Center Rep I

Summary:

Responsible for processing all basic member account transactions using internal technology systems. Responsible for delivering exceptional customer service while meeting the financial needs of the member. Responsible for serving Members with effective communication,
accurately answering inquiries, resolving potential problems, and continually striving to enhance the Member experience.

Essential Responsibilities:

1. Determines requirements by working/communicating with Members.

2. Fulfilling Member requests by locating and clarifying desired information.

3. Process a set of basic member financial transactions. Transactions outside of this basic set are transferred to a Level II representative.

4. Process all Member financial transactions; including but not limited to closing accounts, issuing checks, setup and posting automatic transfers and withdrawals, credit/debit card fraud research, issuing certificates and drafts, processing IRA and HSA requests
and processing ebranch and bill pay requests.

5. Respond to routine member inquiries regarding the basic operation of accounts and access to services.

6. Assist Members with any potential technical issues experienced with website and self-service features.

7. Operate computer terminal to accurately post transactions, access account information, balance transactions, and generally update member account information.

8. Maintain a current knowledge of products and services, changes in regulations and internal policies and procedures specifically related to their job.

9. Maintain a knowledge of and comply with all BSA related regulations and internal policies and procedures.

10. Maintain confidentiality and safeguard all member information.

11. Understand and be able to calculate and explain deposit rates and APRs to members.

12. Empowered to resolve complaints, solve member problems and refund fees without supervisory approval.

13. Cross-offer, sell and educate our members on our products and services.

14. Updating job knowledge and skill by participating in educational opportunities/training classes.

15. Perform such other member service functions that might be needed from time to time and assist other team members to complete tasks and work assignments.

Qualifications and Requirements:

• Bachelor’s Degree (BA or BS) from an accredited four-year college or university or an equivalent combination of education and work experience.

• Proficient with a variety of computer software applications, including MS Word and MS Outlook.

• Must have a service orientation – actively looking for ways to help people solve problems or meet financial objectives.

• Superior written and verbal communication skills with an outgoing, friendly personality. Information can be exchanged in person, in writing, by telephone or e-mail with a wide variety of persons, both internally and externally

• Possess the ability to work well with people and to create a self-motivating work environment. Developing constructive and cooperative working relationships with others, and maintaining them over time.

• Must accept empowerment to be accountable; must be willing to be coached and be moldable and teachable.

• Demonstrate strong organization skills, high level of accuracy, and the ability to multi-task in a fast paced environment while able to give attention to details.

• Possess the ability to perform active listening skills: give full attention during communication, taking time to understand, asking questions for clarification.

• Demonstrate complex problem solving skills – identify complex problems and review related information to develop and evaluate options and implement solutions. Requires creativity, resourcefulness, strong decision-making and quick-thinking skills and abilities.

• Maintain knowledge of and comply with all BSA related regulations and internal policies and procedures