Call Center/ITM Representative - Part Time

General Summary of Duties 

Responsible for answering all member inquiries and transaction requests received through our Interactive Teller Machines and Call Center accurately and positively. Promotes and participates in a sales and service culture consistent with SCU’s goal of exceeding expectations while maintaining a high level of service, safety, and member confidentiality.

Essential Job Functions 

• Balance daily. Perform operational duties and troubleshoot problems with department equipment. Report errors, abnormalities, and out of balance conditions to supervisor immediately. Correct all out of balance conditions as applicable. Process end of day voucher and office closing procedures.
• Maintain functional knowledge of online systems and all software used in the department, including the process to follow if the system goes down. 
• Maintain thorough knowledge and understanding of credit union policies/procedures that are necessary for performing job duties, including but not limited to Negotiable Instrument Reference & Guidelines, BSA, and OFAC. 
• Prepare reports, file, make photocopies/scans, and scan documents as required and assigned. Create new Excel reports and maintain current.
•  Complete assignments given by management. 
• Perform member service-related duties, including but not limited to; opening/closing/changing of deposit accounts and regular/IRA certificates; issue, order new, close/renew, change/adjust. Process fraud disputes and balance transfer requests on Credit/Debit card accounts; processing of stop payments, copies, corrections, orders, and balancing checking accounts; wire transfers; skip-a-payments; and all member account-related file maintenance requests according to procedures.
• Perform duties to; schedule member appointments; pull/review consumer credit reports and investigate disputes; process lien terminations; and department assigned side jobs. 
• Process member related transactions by phone, mail, or email, including but not limited to, member deposits/payments and transfers; member verifications; returned mail; and member applications for products and/or services. Monitor call queues through UC Suite.  
• Responds to all member requests for service through ITM; including assistance with using the ITM, processing transactions and responding to other requests.
• Provide technical support for e-services.
• Perform all teller related duties, including but not limited to; balance as required; process member deposits, payments, withdrawals, check cashing, cashier checks, and other promotional items. 
• Process member related transactions by mail, email, and chat services, including but not limited to, member deposits/payments and transfers; member verifications; returned mail; and member applications for products and/or services. Monitor call queues to ensure timely and efficient service delivery. 
• Troubleshoot and resolve member issues related to online banking, mobile banking, and payment portal. 
• Approve or deny service requests sent by other departments by analyzing the account and making an informed decision regarding eligibility for products.  
• Perform other job-related duties as assigned.  

The list of essential job functions is not limited. It may be supplemented as necessary from time to time. 

Workplace Expectations 

• Ensure prompt and courteous service is provided to all internal and external members/customers.  
• Conduct work in a safe and healthful manner. 
• Maintain thorough knowledge and understanding of credit union policies and procedures that are necessary for performing your job. 
• Perform as part of a team and assist other employees and other departments as needed. 
• Place documents that need to be shredded in the proper area for shredding. 
• Maintain knowledge of and follow the established process for key control, security, and the security of all codes and procedures related to office security. Open and close office by disarming and arming alarms, as established procedures require. 
• Maintain total working knowledge of department. Complete necessary logs.  
• Maintain thorough knowledge and understanding of credit union policies/procedures that are necessary for performing job duties, including but not limited to Negotiable Instrument Reference & Guidelines, NACHA, BSA, and OFAC. 

Standards

• Perform all job tasks/functions as assigned and/or directed; according to policy, procedures and standards; use Service/Sales plus skills at all times; meet all cross-selling and productivity standards as set by management; and read/respond to all communications (voice mail/email/message board) communications in a timely fashion. 

Core Competencies

• Reasoning: apply rational method of problem solving to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, blueprint, or schedule form.
• Math: add, subtract, multiply, and divide all units of measure. Perform the four operations with common and decimal fractions. Compute ratio, rate, and percent. Draw and interpret bar graphs. Perform arithmetic operations involving all American monetary units.
• Language – read a variety of books and magazines. Write reports and essays with proper format, punctuation, spelling, and grammar, using all parts of speech. Speak before an audience with poise, voice control, and confidence, using correct English and well-modulated voice.
• Analytical thinking: ability to analyze complex problems, find root causes, review available data to find solutions and resolve problems related to technical issues.  
• Patience and Perseverance: the ability to remain calm and deescalate while troubleshooting challenging issues. 
• Member Service: Ensure that all interactions with both external and internal members are handled with professionalism, efficiency, and a commitment to excellence. 

Minimum Qualifications 

• Education: A high school diploma or equivalent. 
• Experience: Previous cash handling and customer service experience desired.
• Licenses/Certifications: Must attain all required licenses and/or certifications to perform duties of position. 

Physical Demands 

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. 

• While performing the duties of this job, the employee is regularly required to sit, use hands, fingers, talk, or hear. The employee is frequently required to sit, stand, and reach with hands and arms. The employee may occasionally lift up to 20 lbs. and/or exert force to move up to 50 lbs.