Inbound Call Center Representative

Accommodate member needs via telephone/email and fax request including loans and account services. Cross sell Credit Union services and products.

Essential Duties

• Typing 40 WPM
• To assure member service is top priority whether internally or externally; treat members and employees professionally with courtesy and respect. Keeps our “4Loyalty Commit” to our members.
• Promptly attends to incoming telephone calls and directs members accordingly.
• Provide financial information to members and potential members either by mail or telephone.
• Input loan applications in Keystone.
• Cross sell Credit Union services and products.
• Assist members with card disputes, online banking, bill pay, loan payments, account withdrawals/transfers, inquiries on all account information, new and existing.
• Process and respond to Internet and e-mail requests.
• Assist in training of new staff.
• Performs other duties as assigned by the Call Center Supervisor, Sales Director or Senior Management.

Minimum Job Requirements

• Maintain a call wait time of less than 5 minutes
• Maintain average Mystery Shop Score of 4.80 in service and 4.5 in sales
• 5 Checking Account Referrals per month
• At least 40 outbound sales calls per week
• At least 5 loan applications per day
• 100 loan applications per month
• 30% Approval of Loan applications
• Contact 100% of members requesting to close account via mail.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum two years operations and/or lending experience, preferably in a credit union environment.
• High School diploma or equivalent required.
• Must possess excellent verbal communication skills.
• Must have a proactive attitude toward members, supervisors, co-workers and the credit union.
• Must be proficient in Microsoft Office products, including but not limited to Word, Excel, email and Outlook.
• Ability to handle multiple projects simultaneously and work with limited supervision, exercising own initiative and judgment.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical/Mental Requirements

• While performing the duties of the job, the employee is regularly required to stand, sit, walk, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear.
• The vision requirements include: close vision and ability to adjust focus.
• Nature of position requires physical mobility and the ability to lift a minimum of 15 pounds.
• Must have flexibility to deal with changing work hours and locations as needed.

Job Type: Full-time

Salary: $12.30 to $17.00 /hour

Experience:

• Call Center: 2 years (Required)
• Banking/ Credit Union: 2 years (Required)

Education:

• High school or equivalent (Required)