Communication Center Representative

Report To: Contact Center Manager

Classification Code: Non-Exempt/Hourly

Hours: 8:30-5:00 PM Monday-Friday

Location: In person at 13th Street Branch

General Purpose

Performs a variety of duties in handling member needs and promoting credit union services to new and existing members who access the credit union by telephone.

Essential Duties/Responsibilities

1. Answers telephone requests regarding rates, services, balances, debit card activation, check verification, loan payments, payoffs, and collateral values.
2. Handles inquiries and transaction requests regarding deposit accounts and initiates any charges incurred.
3. Makes recommendations for resolving account errors and handles follow up as necessary.
4. Verifies check status information for merchants.
5. Takes stop payment orders. 
6. Processes ATM, credit and debit card order requests or provides direction on how to obtain an instant issue credit or debit card.
7. Processes lending transactions to include payoffs and payoff inquires, payment quotations and VISA balances.
8. Routes calls to Service Center, Residential lending and/or Business Services, depending on need.  
9. Gives wiring instructions and receives instructions from members for processing.
10. Increases relationships per member by promoting products and services that add value to the member and the credit union.
11. Remains current on changes within the legal, regulatory, economic, competitive and technology environments that may affect the areas of the department and overall credit union.
12. Attends annual training on BSA/AML to remain current on any changes to these policies and procedures and remain compliant.
13. Takes loan payments over the phone through SWBC Autopilot, as requested by members.
14. Assists member with accessing Bacon Pay to make online loan payments.   
15. Completes SAR (Suspicious Activity Report) when applicable according to policies and procedures set forth by Kinetic Credit Union, in accordance with BSA/AML regulations, and turns over to appropriate parties in a timely manner.
16. Understands and adheres to all Bank Secrecy Act/Anti-Money Laundering policies and procedures set in place to ensure compliance.
17. Processes returned mail from Post Office, mails address confirmation letters and processes Checking account with Microfiche mail code report.  
18. Processes various crystal enterprise reports. 
19. Accesses various sites to assist membership with their accounts; Fiserv, CST, Compass, CSI, TranZact, Admin and Deluxe.    

20. Participates in the Community Involvement goals of the credit union.

21. Responsible for completing Information Security Awareness training as directed by management.

22. Responsible for complying with GLBA, Safe Act, Regs B, D, E, CC, Z and other regulatory requirements.

Additional Duties/Responsibilities

1. Provides assistance and backup for other communications positions.
2. Assists with stuffing envelopes and sending out mailings for Support Center departments. 
3. Responsible for knowing all aspects of the credit union’s product line and services including rates, terms and fees.
4. Responsible for maintaining a current Learning Action Plan in conjunction with the Performance Management System.
5. Performs additional duties as directed by management.

• Two years of college or an associate’s degree preferred and a commensurate level of language, math and reasoning skills. 
• However, two or more years of experience in a comparable position may be substituted. 
• Formal training should be supplemented with appropriate continuing education.

Technology Requirements

• Employees must have smartphone (iOS or Android) to access company applications for tasks and security purposes.  
• Employees must install and use designated apps for access control and two-factor authentication to access company systems.

Supervisory Responsibilities

• None.

Work Environment/Physical Activities 

• This role is primarily sedentary, involving desk-based work, extended periods of sitting, and frequent computer use. 
• Employee is occasionally required to walk, reach, stoop or kneel, or to lift and move at least 25 lbs. 
• The ability to read small print and color vision may also be required. 
• In addition, the employee must be able to work a flexible schedule, including Saturday and holiday hours. 
• The job calls for a high degree of mental concentration to interpret and act upon a wide range of situations. 
• The job requires a high degree of attention to details. The job requires sitting for extended periods of time. 
• Job requires access to credit union’s network and core data processing system. Core system roles are assigned by Chief Operations Officer.