Call Center Rep.

About the Role

Provide personalized banking services to members. Develop and maintain strong member relationships, assess needs, and sell Credit Union products and services. Ensures the highest level of quality service is provided to existing and potential members. This position involves extensive telephone interactions with members.

Responsibilities

• Serve members and prospective members by providing service and information in a pleasant, efficient manner via telephone, mail, and other correspondence.
• Field and facilitate various member inquiries and requests, ensuring the highest level of satisfaction throughout each interaction.
• Research and facilitate member inquiries and issues across all Credit Union accounts, services, and products. Escalate as needed to appropriate departments.
• Consistently apply a consultative approach to cross-selling additional Credit Union products and services; identify member needs during interactions and offer appropriate solutions.
• Facilitate and/or perform various servicing requests and transactions on member accounts.
• Demonstrate knowledge of virtual chat and be comfortable using it.
• Meet and maintain required expectations for call queue management, including adherence to work/break schedules, call volume, call duration, availability in queue, and call quality.

Requirements

• Minimum high school diploma or GED equivalent.
• At least two (2) years in a financial institution with similar job functions.
• Strong interpersonal skills (oral and written communications), active listening, and a positive attitude.
• Proficient in computer skills (e.g., Microsoft Office Suite) with the ability to learn new software as required.

Benefits

• Competitive pay and target incentive.
• Medical, dental, and prescription coverage.
• 401(k) plan with up to 6% employer match.
• Generous paid time off.
• Paid time off for volunteering.
• Discounts on products and services.
• Educational and developmental opportunities, including a formal Tuition Assistance Program.