Call Center Specialist I

About the Role

A Call Center Specialist I provides prompt, professional, and accurate information while cross-selling credit union products and services to existing members to meet their needs and increase member satisfaction via telephone. This role actively promotes credit union products and services to both existing and potential members and maintains the quality service standards set by the organization.

Responsibilities

• Promptly answer all incoming calls in a polite manner; determine the nature of the caller’s business and personally assist the caller.
• Assist members in conducting routine transactions by telephone utilizing the Symitar computer system.
• Determine membership eligibility, quote savings rates, and open new accounts by telephone and mail. Follow up on incomplete documentation to clarify and resolve any outstanding items.
• Assist members with problems or questions requiring research and resolution. Perform file maintenance and follow-up procedures, including online data changes.
• Actively cross-sell products and services to members and track in accordance with credit union rules and procedures.
• Prepare member correspondence, subject to Supervisor approval.
• Assist members with general questions regarding all products and services, basic technical support, troubleshooting, basic loan, and IRA product information.
• Actively participate in credit union and department sprints and initiatives.
• Follow all established policies and procedures, including proper authentication and verification.
• Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures, including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.
• Assist members with general questions regarding online products and services.
• May assist as secondary support for Live Chat as business needs dictate.
• May perform audit functions, balance department totals, or other support as assigned by management.
• May provide guidance and training to other employees.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent.
• Effective human relations and communications skills with the ability to communicate clearly with all groups of people.
• Minimum 6 months of recent customer service experience.
• Professional appearance and demeanor.
• PC literate, including standard Microsoft Office applications.
• Symitar experience preferred.
• Financial Institution experience preferred.

Physical Demands and Work Environment

• Regularly required to talk and hear; to reach with hands and arms, use hands to finger, handle or feel objects, tools, or controls.
• Occasionally required to walk, stoop, kneel, crouch, or crawl.
• Intermittent keyboarding comprises 75% or more of assigned work.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.

Schedule

• Monday-Thursday: 8:25 AM - 5:10 PM (45-minute lunch)
• Friday: 9:15 AM - 6:00 PM (45-minute lunch)
• Saturday: 8:00 AM - 5:00 PM (30-minute lunch, rotating)
• Sunday: Off

During the first 6-8 weeks of employment (training period), the schedule will be Monday-Friday, 8:00 AM - 5:00 PM (1-hour lunch). After training, the schedule will revert to the one listed above. The schedule is subject to change based on business needs.

Full-time – 40 hours a week.