Call Center Representative I- Member Experience

TITLE: Call Center Representative I

REPORTS TO: Director of Member Experience STATUS: Hourly Non-Exempt

Purpose

Provide information and customer service concerning the credit union and its products and services to credit union members, ensuring the highest quality of member service.

Requirements

Excellent oral and written communication skills required High school graduate or GED

Knowledge of products and services preferred Proficient in Microsoft Office suite products

General Duties & Responsibilities

Serve membership by providing service and information in a professional, and efficient manner via telephone or correspondence.

Continuously check member service voice mail and reply to these calls accordingly.

Research and solve routine member questions, problems, and complaints concerning credit union accounts.

Verify accounts, assist with questions regarding online account opening, loan applications, order cards, and answer questions regarding share accounts, share drafts, debit and credit cards, IRAs, etc.

Cross-sell credit union products and services when appropriate.

Assist members with basic questions regarding their loans.

Assist members with remote access.

Mail, fax, or e-mail information to members and prospective members.

Accountable for researching member inquiries to ensure proper follow-up and satisfaction.

Ensure that all credit union member and employee-related business is kept in the strictest confidence.

Treatallcreditunionmembersandemployeeswithapositiveandcollective attitude.

Confidentiality: Ensure member information is secure Perform other duties as assigned by management.