Call Center Rep

Duties And Responsibilities

• Provide accurate, efficient quality customer service to members and prospective members over the phone.
• Be a Subject Matter Expert to resolve member issues and inquiries on accounts to include account activity, fraud disputes, debit card issues and Online Banking issues and resolution within level of authority.
• Forward inquiries to appropriate department for resolution beyond area of authority, access, or knowledge.
• Order checks and complete account maintenance and transaction slips accurately and in a timely manner.
• Accept and process loan payments through Orbipay loan payment system.
• Make recommendations and/or decision fee reversal requests and provide alternate overdraft solutions.
• Educate members on account criteria, features, benefits and recommend alternate solutions to member concerns.
• Recognize referral opportunities, complete VISA applications over the phone, cross sell other Coastal1 products and services such as Online Banking enrollment and achieve minimum required referral goals.
• Demonstrate knowledge of Credit Union products and services, policies, and procedures.
• Ensure compliance with Coastal1's Bank Secrecy Act/Anti-Money Laundering Policy and related procedures, Member Identification Program and Office of Foreign Assets Control screening and record keeping requirements.
• Perform other duties as required.

Education And Experience Requirements

• Minimum of a high school diploma or equivalent required.
• At least 2 years demonstrated successful work experience as a Teller with a strong background in customer service.
• Demonstrated ability to manage multiple projects simultaneously with time management/organizational/multi-tasking skills.
• Familiarity with basic math concepts required.
• Must be able to focus and pay attention to detail when processing a high volume of work, occasionally work under pressure and have the ability to meet tight deadlines.
• Familiarity with PC’s and basic office software such as MS Office.
• Must have the ability to learn new and changed procedures and methods for processing member transactions.
• Ability to maintain a high level of professionalism and excellent customer service skills, demeanor, appropriate business appearance, and demonstrated knowledge of Coastal1’s products and services, policies, and procedures.
• Ability to maintain a positive and upbeat Credit union image.
• Ability to handle confidential information securely.
• Ability to work collaboratively across all levels and functions of Coastal1 to coordinate solutions.
• Ability to work independently and as a team member.

Benefits

Competitive pay and great benefits including medical, dental and vision for you and your dependents.

In addition, we offer paid time off to promote work/life balance, on-site fitness center, 401(k) with a company match, employee homebuyer assistance, plus much more!