Call Center Representative

General Summary:

This position is primarily responsible for performing a broad variety of member service and sales functions in a professional and courteous manner by phone, email, fax or mail including responding to member inquiries, troubleshooting problems, processing requests, performing transactions as appropriate and assisting potential and existing members in understanding and utilizing the Credit Union's products and services according to established Credit Union policies, standards, security procedures and legal and regulatory guidelines.

Essential Duties

The essential functions of this position include, but are not limited to:

•  Professionally and promptly answer incoming and conduct outgoing calls using a consultative approach to uncover needs of members and potential members regarding products and services of the credit union, account information and transactions while reporting significant problems to supervisor for swift resolution.
•  Research and respond to members’ questions, problems, and complaints regarding credit union accounts, products and services via various communication methods and assist members to make the most effective use of services offered by the credit union; Direct to appropriate departments for further assistance and completion, as necessary.
•  Assist members with account problems and process a variety of routine account maintenance transactions efficiently and accurately; Assist members in completing various forms required for deposit and loan products.
•  Accurately and efficiently complete all member or account related forms and forward to appropriate department for action and/or filing.
•  Respond to fraudulent activity alerts for ATM/Debit and Visa cards; Prepare and send correspondence to members concerning inquiries on transactions directly affecting their accounts including copies of share drafts, monthly statements, etc.
•  Encourage use of and assist members in enrolling in and using the Credit Union’s e-services such as On-Line and Mobile Banking, On-Line Bill Payer and Pay-By-Phone for non-delinquent accounts.
•  Actively and professionally expand member relationships by cross selling and up selling Credit Union products and services that meet the specific needs of existing and potential members.
•  Assist in loan application and loan servicing functions including preliminary loan applications, loan balance inquiries, payoff requests, title tracking and collateral insurance transactions.
• Assist in the development and implementation of ongoing process improvements to ensure the effectiveness of the overall call center functions.
•  Perform other duties as assigned to contribute to departmental efficiency and work cooperatively with other departments to support each other in serving GCU members.
•  Inspire teamwork, respect and effective communication in a diverse work environment.
•  Demonstrate and uphold Greenwood Credit Union’s core values and represent the Credit Union with a high level of professionalism, respectable image and positive demeanor.
•  Acquire and demonstrate thorough knowledge of GCU products and services.
•  Maintain consistent compliance with credit union policies and procedures and regulatory laws applicable to position.
•  Complete annual regulatory compliance and required job related training as assigned; actively participate in job-related educational and professional development opportunities.

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, skills, ability and/or physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma; equivalent work experience considered
• Three (3) years related experience in a customer service/call center environment; Superior customer service skills
• Minimum one (1) year experience in financial services industry preferred
• Understanding of standard bank account transactions and terminology
• Must be fluent in English; Bilingual a plus
• Exceptional and effective interpersonal, relationship building, verbal and written communication skills
• Proficient computer/PC skills with accurate data entry and strong mathematical skills
• Must possess ability to remain professional and objective when presented with difficult situations
• Demonstrated proficiency in basic computer applications, including Microsoft Office and internet navigation
• Exceptional interpersonal, verbal and written communication and phone skills
• Self-motivated and capable of working efficiently in a dynamic, high volume environment
• Must be adaptable to various competing demands and meet deadlines in a fast paced environment
• Developed organizational and time management skills
• Strong critical thinking, problem solving, and reasoning skills
• Strong attention to detail with ability to audit, identify and correct procedural errors.
• Knowledge of and adherence to proper telephone and email etiquette
• Dependability and flexibility with work hours and work assignments
• Ability to work a minimum of forty (40) hours per week and overtime, as needed
• Commitment to team environment, member confidentiality and outstanding member service
• High degree of professionalism with positive and professional image and demeanor
• Consent to conduct pre and active employment background screenings

Physical Demands

The physical demands listed below are a representation of those that must be met by an employee to successfully perform the essential functions of this position. A full analysis of physical and mental demands will be made available upon request to the Human Resources Department.

While performing the duties of this job, the employee is regularly required to:

• speak, hear, sit for extended periods of time, stand, walk, climb stairs, reach and grasp with hands and arms, use hands to handle or feel objects, tools or controls, occasionally lift and/or move up to 25 pounds. Specific vision abilities include those required to use computers for up to 8 hours a day.

Work Environment

The position is located in a call center environment. The noise level in the work environment is usually moderate to high.

EEO Statement

Greenwood Credit Union is an Equal Opportunity/Affirmative Action Employer and therefore provides equal employment and advancement opportunities to all employees and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Disclaimer

The information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as an exhaustive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.