The primary function of this role is to provide accurate, quality, and timely service and consultation to members and potential members calling into the Credit Union. Maintain an in-depth knowledge of all Credit Union products and services to offer the right financial solutions to members over the phone and through Online Banking. Process account maintenance, research, and answer questions or resolve problems within an assigned level of authority. When necessary, escalate calls and requests to management or back-office departments to meet members’ needs. Perform follow-up and clerical activities and represent the Communications Center department and its membership on projects and initiatives as requested.
Major Duties and Responsibilities
50% – Phones. Receive incoming calls to the Credit Union’s Communications Center. Serve as the primary point of contact for members calling the Credit Union for information and providing first-call resolution. Take 30 calls daily and answer a broad range of routine and complex questions on member accounts. Follow policies, guidelines, and regulations to properly identify and authenticate account owners, ensuring the protection and confidentiality of non-public information. Refer callers to the appropriate areas of business or management if necessary. Work individually and as part of a team to keep average wait times and abandoned call rates down. Speak clearly, and professionally, and always maintain high phone etiquette standards.
25% – Member Service and Product Knowledge. Deliver timely and exceptional service. Assist prospective, new, and existing members with questions, inquiries, or requests on new or existing accounts. Build meaningful relationships through conversations and establish trust with the membership. Thank members for their business and membership and follow up as needed to ensure first-call resolution. Maintain a thorough understanding of all products, services, and offerings to offer each member the right solutions and benefits and ensure accuracy and integrity in the information provided.
25% – Administration. Respond to messages through Online Banking and general email inbox inquiries. Fulfill requests by performing clerical tasks and preparing mail, fax, or email delivery items. Work with representatives in other departments to ensure member requests are fulfilled accurately, completely, and on time.
Must comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.
Knowledge and Skills
Six months to two years of similar or related experience, including time spent in preparatory positions. Credit Union or other financial institution experience preferred. Bilingual English/Spanish speaking.
A high school degree or GED is required.
A significant level of trust, credibility, and diplomacy is required. In-depth dialogue, conversations, and explanations with customers, direct and indirect reports, and outside vendors can be sensitive and/or highly confidential. Communications may involve motivating, influencing, educating, and/or advising others on matters of significance. Typically includes subject matter experts as well as first-level to middle managers.
Excellent oral and written communication skills; ability to express ideas and procedures clearly and concisely; required to work with highly sensitive information. Must be organized, detail-oriented, and possess strong problem-solving skills. Knowledge and proficient use of computer applications, including spreadsheet and word processing programs.
Can bend, sit, and stand to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in an emergency. Must be able to operate routine office equipment, including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off-site whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.