Essential Duties and Responsibilities
Call Center Specialist:
•Assist members with a friendly, professional manner and support the Credit Union's mission statement
•Follow established procedures to properly verify members' identities over the phone
•Educate current and prospective members about Credit Union products and services
•Demonstrate adaptability and positivity when faced with complex situations
•Analyze, research, and resolve member's concerns and discrepancies
•Maintain appropriate availability relevant to skillset
•Utilize knowledge, judgment and Credit Union procedures to protect members and the Credit Union from loss
•Actively participate in Credit Union initiatives and promotions and achieve assigned goals
•Manage time efficiently and take initiative within the department; seek opportunity to develop or enhance knowledge
•Actively participate in training activities within the department and with the Learning and Talent Development Department to ensure compliance with Credit Union policies and state and federal regulations and laws
•Follow safety and security procedures regarding emergency situations, third party access to secure areas, and communicate suspicious activity to management
•Answer questions, address concerns, and problem-solve for members via telephone, eMessage Center, and fax concerning services provided by the Credit Union
•Establish relationships with members and seek opportunities to offer products and services
•Record detailed notes to document member interactions, complex situations, and transactions
•Process member transactions and complete requests with accuracy and a sense of urgency
•Perform other duties and assist others, as assigned
Knowledge, Skills, and Abilities Required
•Effective written and verbal communication skills
•Analytical skills and the ability to work independently
•Interpersonal skills
•Typing skills with emphasis on accuracy
•Sales skills
•Math and general clerical aptitude
•Ability to multitask and prioritize
•Attention to detail
•Reliability and dependability
•Conflict resolution skills
•Knowledge of Credit Union systems, products, services, and procedures
•Ability to work varied hours between 7:00 a.m. and 9:00 p.m. Monday-Friday and 9:00 a.m. to 3:00 p.m. on Saturdays
•Completion or pursuit of Bachelor's degree preferred
Physical Demands and Work Environment
•Required to sit for longer periods of time, stand, walk; talk and hear; and interact with office equipment
•Ability to lift up to 50 pounds
•Normal office environment where there is minimal discomfort due to temperature, dust, noise, and other factors
•Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
