Contact Center Banking Rep

About the role

By emphasizing ONE Park, ONE Mission, One Team, the eTeam Service Representative is responsible for assisting members and potential members with their telephone and electronic correspondence requests. This role involves answering questions about products and services, resolving issues within their authority, processing transactions, and directing calls to the appropriate department when necessary. The eTeam Service Representative also identifies cross-sell opportunities, maintains accurate member account information, and supports remote service requests, ensuring efficient and professional service delivery.

Responsibilities

• Assist members and potential members with telephone and electronic correspondence requests; answer questions about products and services and resolve problems within authority; provide applications as requested; refer problems beyond authority to supervisor with recommendations
• Process Remote Contact requests in the same fashion as telephone requests/issues
• Identify cross-sell opportunities and cross-sell services to members
• Maintain action log as required for review
• Perform transactions related to ATM/Debit Card programs including ordering cards and placing blocks per credit union guidelines; provide information and resolve issues within authority; refer issues beyond authority to manager
• Provide information on remote services
• Maintain knowledge of all products and services offered
• Follow all security policies and report suspicious activity to manager
• Maintain member account information on computer system
• Assure appropriate records are maintained
• Willingly assist other departments as needed
• Perform other duties as assigned

Performance measurements

• Be an ambassador of Park's culture supporting the credit union's mission to build thriving communities together ensuring words and actions align with the Park VIBE that defines our Core Values: Vibrant Connections, Inclusive Excellence, Bold Compassion, Endless Empowerment
• Provide friendly, professional and accurate service and support to all members and coworkers
• Accurately receive calls daily and effectively troubleshoot or direct the call
• Answer telephone within 3 rings, respond to written correspondence within 24 hours, respond to telephone messages within the same day received
• Process member transactions with zero errors
• Add to and maintain knowledge of all new policies and procedures to ensure remain compliant with all regulations
• Maintain a professional work environment, promote teamwork, build respect among coworkers and present a businesslike appearance
• Follow all security policies and procedures and report discrepancies or suspicious activity to manager immediately

Qualifications

• Six months to two years of similar or related experience
• Equivalent to a high school education
• Good listening and telephone skills

Skills

• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact
• Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature
• Work may involve motivating or influencing others
• Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary

Pay

$21.28 - $21.94 per hour