Call Center Specialist I (South Bay Call Center)

Position Summary

The position of Call Center Specialist I is established to provide prompt, professional and accurate information as well as to cross-sell credit union products and services to existing members to meet their needs and increase member satisfaction via the telephone. Actively participates in the promotion of credit union products and services to existing and potential members. Maintain quality service standards set by the organization.

Minimum Qualifications (Education, Experience, Skills)

• 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 recent customer service experience.
• Professional appearance and demeanor.
• PC literate; including standard Microsoft Office applications.
• Symitar experience preferred.
• Financial Institution experience preferred.

Essential Duties And Responsibilities

• Promptly answer all incoming calls in a polite manner; determine nature of caller’s business and personally assist the caller.
• Absorb and assist members in conducting routine transactions by telephone utilizing the Symitar computer system.
• Determine membership eligibility, quotes savings rates and open new accounts by telephone and mail.
• Follow up on incomplete documentation to clarify and resolve any outstanding items.
• Absorb and assist members with problems and or questions requiring research and resolution.
• Perform file maintenance and follow up procedures to include online data changes.
• Absolutely cross-sell products and services to members, and track in accordance with credit union rules and procedures.
• Prepare member correspondence, subject to Supervisor approval.
• Absorb and assist members with general questions regarding all products and services.
• Absorb and assist members with basic technical support and troubleshooting, basic loan and IRA product information.
• Absolutely participate in credit union and department sprints and initiatives.
• Follow all established policies and procedures, including but not limited to proper authentication and verification.
• Absolutely 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.

Other Duties And Responsibilities

• Absorb and assist members with general questions regarding on-line products and services.
• Might assist as secondary support for Live Chat as business needs dictate.
• Might perform audit functions, balance department totals or other support as assigned by management.
• Might provide guidance and training to other employees.
• Absorb and assist with other duties as assigned by management.

Physical Demands and Work Environment

• While performing the duties of this position, the employee is regularly required to talk and hear; to reach with hands and arms, use hands to finger, handle or feel objects, tools or controls.
• The employee is occasionally required to walk, stoop, kneel, crouch or crawl.
• Intermittent keyboarding comprises 75% or more of assigned work.
• The noise level in the work environment is usually moderate.

Schedule

Monday-Thursday: 8:30am-5:15pm, 45 min lunch
Friday: 9:15am-6:00pm, 45 min lunch
Saturday: 8:30am-5:00pm, 30 min lunch (Rotating)
Please note that during your first 6-8 weeks of employment, you will be training and the schedule will be: Monday-Friday (No Saturdays) 8:00am-5:00pm, 1 hour lunch.
After this training period, your schedule will revert to the schedule listed on this posting.
The schedule is subject to change based on business need.

Full time - 40 hours a week