Call Center Banking Rep (Telephone Banking)

About the role

The eTeam Service Representative at Park Community Credit Union is responsible for assisting members and potential members with their telephone and electronic correspondence requests. This role involves answering questions about products and services, resolving issues within their authority, processing transactions, and directing calls to the appropriate department when necessary. The representative also identifies cross-sell opportunities, maintains accurate member account information, and supports remote service requests.

Responsibilities

• Assist members and potential members with telephone and electronic correspondence requests
• Answer questions about products and services and resolve problems within their authority
• Provide applications as requested
• Refer problems beyond their authority to their supervisor, along with recommendations
• Process Remote Contact requests in the same manner as answering and handling telephone requests/issues
• Identify cross-sell opportunities and cross-sell services to members
• Maintain action log as required for review
• Perform transactions related to ATM/Debit Card programs including ordering cards and placing blocks per credit union guidelines
• Provide information regarding these transactions and resolve issues within authority
• Refer issues not within authority to manager
• Provide information on remote services
• Maintain knowledge of all products and services offered
• Follow all security policies and report suspicious activity to manager
• Maintain member account information on computer system
• Assure that appropriate records are maintained
• Willingly assist other departments as needed

Requirements

• Experience: Six months to two years of similar or related experience
• Education: Equivalent to a high school education
• Interpersonal Skills: Significant level of trust and diplomacy, normal courtesy and tact, motivating or influencing others, fostering sound relationships with other entities
• Physical Requirements: Frequently sits, stands, walks, uses hands and fingers, reads, writes, listens, speaks, uses personal computers, copiers, telephones, and office equipment and software, occasionally lifts up to 25 pounds, pushes and pulls office furniture and other objects

Qualifications

• Good listening and telephone skills

Skills

• Knowledge of all products and services offered
• Ability to follow security policies and report suspicious activity to manager

Benefits

Not specified

Pay

Not specified

Schedule

Not specified

Performance Measurements

To be an ambassador of Park's culture supporting the credit union's mission to build thriving communities together ensuring words and actions align with the Park VIBE that defines our Core Values: Vibrant Connections Inclusive Excellence Bold Compassion Endless Empowerment To provide friendly, professional and accurate service and support to all members and coworkers. To accurately receive calls daily and effectively troubleshoot or direct the call. To answer telephone within 3 rings, respond to written correspondence within 24 hours, respond to telephone messages within the same day received. To process member transactions with zero errors. To add to and maintain knowledge of all new policies and procedures to ensure remain compliant with all regulations. To maintain a professional work environment, promote teamwork, build respect among coworkers and present a businesslike appearance. To follow all security policies and procedures and report discrepancies or suspicious activity to manager immediately.

Company Description

Owned by members and focused on empowering communities, fueling dreams and fostering belonging, the organization is committed to financial inclusion and serving underserved communities to create thriving environments. Park Community envisions a world where hope, opportunity and belonging unite us all. Park Community Credit Union is an Equal Opportunity Employer/VETERANS/DISABLED