Call Center Member Service Associate

Essential Duties and Responsibilities

• Affords assistance to members with multifaceted online financial services (in-depth understanding of online products and services).
• Executes business account, IRA, and HSA transactions.
• Handles new account opening inquiries.
• Processes consumer loans; collects supporting application documentation and enters loan information into the lending system.
• Advises members regarding available insurance protection (life, disability, gap, etc.).
• Maintains professional telephone skills by adhering to Call Center quality standards and consistent use of the Call Center telephone dialog.
• Participates in Call Center quality initiative by self-monitoring calls using call recording software and making the necessary adjustments to improve individual performance.
• Responds to member inquiries regarding the operation of accounts, account usage charges, access to accounts, interest rates on savings and loan products, resolving account discrepancies, credit, debit and ATM cards, account information, loan applications, and assists members to make the most effective use of services offered by the Credit Union.
• Processes a variety of financial transactions on member accounts including funds transfers, withdrawals, stop payments, loan payments, check orders, and issues cashier’s checks and share certificates. May also process daily department mail.
• Maintains a thorough knowledge of Credit Union products and services and actively markets and cross-sells products and services offered by the Credit Union by educating members on the features and benefits of the products.
• Provides efficient and responsive service to members by maintaining an acceptable level of productivity as measured by established Call Center production metrics and actively strives to achieve any assigned goals for loans, deposits, and services.
• Demonstrates good grammar while utilizing keyboard, ten-key, and computer navigation skills to access multiple systems simultaneously while typing and conversing with a member.

Qualifications

• Call Center MSA I: High school diploma or general education degree (GED). A minimum of one year of customer service experience. Call handling is preferred.
• Call Center MSA II: High school diploma or general education degree (GED). Experience in a High-Volume Call Center averaging 50-70 inbound calls a day.

Benefits

• Salary: Position is overtime eligible. Call Center MSA I: $ 21.00 - $ 22.00 Call Center MSA II: $ 24.00 - $ 25.50
• Generous benefit package includes comprehensive healthcare, 401(k), paid leave, remote work options for applicable positions, and more.
• Insurance coverage begins the 1st day of the month, following 30 days after hire date. 100% Credit Union-PaidHealth Insurance (Choice of two nationwide PPO plans) High-Deductible Plan: 100% employer contribution toward premium. (HSA and FSA compatible) Low-Deductible Plan: Generous employer contribution toward premium. (FSA compatible)
• Dental Insurance: Generous employer contribution toward premium Vision Insurance: Generous employer contribution toward premium Long-term Disability Insurance Flexible Spending Medical Account (FSA) Flexible Spending Dependent Care Account Health Savings Account (HSA) Voluntary Supplemental Life Insurance Voluntary Dependent Life Insurance Voluntary Short-term Disability Insurance 401(k) with employer match up to 6% and immediate 100% vesting Gain Sharing Bonus (eligibility rules apply)
• Life Insurance/AD&D Vacation Leave (excluding Outside Loan Officers) Sick and Safe Leave 11 Paid Holidays Employee Assistance Program Identity Theft Protection (Additional fee to add family members) Pet Health Insurance Employee Discount Program

Pay

• Call Center MSA I: $ 21.00 - $ 22.00
• Call Center MSA II: $ 24.00 - $ 25.50

Schedule

• Remote-Hybrid position with your initial 90-120 days onsite.
• Available to work 40 hours per week with weekday shifts as early as 8 am and as late as 5 pm and Saturdays from 8 am – 2 pm. Working a minimum of two Saturdays per month is also part of the schedule.