Call Center Representative - In-bound

Essential Functions & Responsibilities

• Handle a wide range of account inquiries with exceptional service and proper identity verification.
• Support members with loan maintenance requests, MessagePay one-time payments, review accounts for potential fee refunds, and assist with debit/credit card questions.
• Troubleshoot and resolve digital banking issues, providing clear guidance and timely solutions.
• Process account and card maintenance requests, including stop payments (ACH or check) and debit/ATM card limit adjustments in accordance with department procedures and compliance standards.
• Recognize when escalation is necessary and route to the correct resource for resolution.
• Perform other duties as assigned by supervisor.

Knowledge And Skills

• Experience: One year to three years of similar or related experience.
• Education: A high school education or GED.
• Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.
• Other Skills: Good phone communication skills including excellent projection and listening skills; exceptional organizational skills; good clerical skills including ability to operate a 10 key calculator and computer keyboard; basic P.C. skills.

Physical Requirements

• 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.
• While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands and fingers, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear.
• The employee must occasionally lift and/or move up to 10 pounds.
• Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

• Office position;
• works indoors year-round;
• may be exposed to indoor temperature adjustments;
• heating and cooling vents distribute regulated air.