Contact Center Representative
Job Description
Job Description
Summary:
The Contact Center representative provides outstanding service to our members by building relationships between the member and PriorityONE Credit Union and promotes Credit Union products and services as it pertains to member’s needs. Provides outstanding service to our members by opening new accounts, processing loans and transactions, debit applications, and responds to all emails and phone request daily and balances his/her drawer.
Essential Duties and Responsibilities:
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Answer all incoming calls to the Credit Union and respond to voicemails left on the phone system.
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Handle, in a professional manner, most questions posed by Members.
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Handle challenging member issues by providing tactful and professional recommendations.
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Direct calls, when needed, to proper departments and personnel.
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Educate Members as to the technologies and systems available to them, by being a member of the Credit Union, including any policies and procedures.
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Process and close loans received by phone, mail, fax, or Internet in compliance with lending policies and procedures.
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Open all new accounts for Online Banking/Andera.
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Process basic maintenance requests on Members accounts (i.e.: address changes, name changes, beneficiary changes, etc.)
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Process IRAs.
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Write and send correspondence (as needed) to Members and fellow associates by regular mail or by email.
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Balance processed work.
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Conform to all B.S.A., M.L.A., and O.F.A.C. rules and regulations.
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Conduct member research for members and other branches.
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Scan and file membership documents.
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Up sell Credit Union products and services through daily Member contact in order to achieve established goals.
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Process returned statements with bad addresses.
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Help with the risk assessment for the debit cards which includes compromised cards, tranblocker, lost/stolen reports, and case tracker.
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Delete inactive home banking and bill pay users.
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Reset and set up users for Funds Transfers, Pop Money, eStatement and Digital Insight.
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Process Subpoenas.
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Process and post incoming mail.
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Other duties as assigned.
Supervisory Responsibilities:
None
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Associate’s Degree (A.A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
Preferred Experience:
Previous banking and/or credit union experience as a Teller or Customer/Member Service Representative. Previous Contact Center experience. Has met sales goals in retail or banking environment.
Computer Skills:
Computer literate (in basic computer skills)
Microsoft Word and Excel “a plus”
Outlook “a plus”
Certificates, Licenses, Registrations:
NMLS Registration. Payment Protection/Resident Insurance License (0229)
Other Skills and Abilities:
None
Other Qualifications:
1. Good organizational skills.
- Ability to communicate well both verbally and in writing.
3. Team player.
4. Professional, flexible, and enthusiastic.
- Pleasant and neat appearance.
- Bilingual is not necessary but is a plus.
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.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Company DescriptionOur mission statement is: Enhancing the financial lives of our members through consistent exceptional service is PriorityONE. Company website is www.priorityonefl.org
Facebook page is: www.facebook.com/PriorityONEfl
Company Description
Our mission statement is: Enhancing the financial lives of our members through consistent exceptional service is PriorityONE. Company website is www.priorityonefl.org\r\n\r\nFacebook page is: www.facebook.com/PriorityONEfl