Contact Center Advisor

Responsibilities

• Accurately completing transactions while assisting members in the Contact Center, while maintaining confidentiality and complying with MHV's policies and procedures, as well as maintaining productivity standards in support of department goals regarding service levels and speed.
• Maintaining a highly developed knowledge level of MHV's products and services to assist members and potential members with inbound telephone requests and multimedia inquiries while upholding MHV Service Standards, including open and close accounts, answer questions about products and services, resolve problems that are within authority to resolve and refer problems that are beyond authority to a supervisor, along with recommendations.
• Identifying all cross-selling opportunities and actively promoting and selling credit union products and services through daily telephone contact with existing and potential members.
• Processing loan requests, answering loan related questions, researching and solving lending problems, providing members with information on rates, terms, and alternate methods of financing. This also includes promoting and educating members about debt protection products.
• Assisting members with our Home Banking suite of products, including but not limited to, answering the proprietary emails from our Home Banking vendor on a daily basis, and answering the Web site emails daily.
• Accepting information relating to domestic wire transfers, performing OFAC inquiries, completing the verification process and obtaining necessary authorizations prior to submission to the Accounting Department.

Qualifications

One year to three years of similar or related experience. A high school diploma or equivalent is required.