Service Center Representative I

Description

Hours 10:00am - 7:00pm

Summary

The Service Center Representative I provides a broad range of Credit Union services to members and non-members via incoming telephone calls, email and secure online banking messages. Provides guidance and troubleshooting of Credit Union electronic services. Assists financial center and other department team members with general information and research as well as miscellaneous duties as needed. Reasonable accommodations may be made to enable individuals with disabilities.

Key Performance Expectations: 

• Responsible for being knowledgeable of, and ensuring that Service Standards, as defined and established by the credit union, are actively pursued and routinely achieved in the day-to-day performance of job duties
• Actively supports the Purpose, Values and Strategic Plan of Excite Credit Union
• Contributes to the overall success of the department through exceptional member service and sales 
• Assists members and non-members with a variety of requests including account transactions, balance information, problem resolution, policy and procedure questions, and the building of account relationships through the introduction of additional products and services
• Responsible for maintaining the department’s expectation for daily Logged On Time in an effort to maintain a high level of availability which results in acceptable Service Level and Abandoned Rate statistics for the department 
• Responsible for remaining current on all promotional campaigns, department/credit union policies and procedures for processing telephone transactions
• Responsible for achieving the department’s monthly thresholds for individual cross-selling performance 
• Responsible for accurate and efficient phone usage (holds, conferencing, transfers) and exercising sound judgment when department is experiencing high call volume
• Performs a variety of other teller functions on a daily basis between incoming phone calls
• Establishes and maintains ongoing professional relationships with staff and management. Communicates thoughts and ideas to others in a manner that is respectful and that fosters a productive and supportive environment. Demonstrates the highest commitment to exceptional internal and external member service 
• Takes responsibility for individual career development and training and seeks opportunities to learn new skills by attending training classes to further enhance job knowledge and leadership abilities in order to provide an increased level of service to      our members 
• Ensures that the Service Center is open and ready to conduct business each business day as well as ensures that office/building opening and closing procedures are followed as necessary
• Actively participates in team meetings
• Perform other duties, as assigned

Key Competencies: 

• Empathy and Inclusivity
• Building Trusting Partnerships
• Communication
• Decision Making
• Analytical
• Problem Solving

Required Experience and Education

• 1 year customer service experience
• Strong technical acumen
• Demonstrated ability to be fiscally responsible

Desired Experience and Education

• Credit Union/Financial Services experience
• Bilingual a plus

Travel

Slight Travel As Needed 

Physical Demands

While performing the duties of this job the employee may be required to use hands to finger, handle, or feel; and talk and hear. The employee frequently is required to walk and reach with hands and arms and stand for long periods of time. The employee is required to occasionally sit, stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus. 

Work Environment

Generally, travels and performs job duties of the typical office setting with minimum time in an out of office environment. Team Member will be exposed to moderate stress levels associated with the performance of the job duties described above. There may be extended periods of computer and telephone use while performing job duties. Employee will be intermittently seated, standing and/or walking during the course of a normal business day. While every precaution is taken to avoid exposing employees to dangers in the workplace, working in a financial institution may expose employees to certain hazards in the event of criminal activity including robbery and/or attempted robbery. 

***The above statements reflect the general details necessary to describe the principle functions of the position described and shall not be construed as a detailed description of all work requirements that may be inherent in the position. Management retains the discretion to add to or change the duties of the position at any time.***