E-Branch Representative I

Duties & Responsibilities

• Provide prompt, professional, accurate service and support to all members and associates.
• Answer 40-80 inbound calls daily with emphasis on exceptional customer service and accuracy of data input.
• Process payments, balance transfers, and provide general account information for credit union members.
• Refer calls to supervisory personnel and other staff only when necessary.
• Listen effectively to member requests and offer solutions and cross-sell products and services to meet member’s needs.
• Manage call volumes efficiently by obtaining detailed information on member questions and problems.
• Process transactions on all account types according to policies and procedures.
• Explain monthly statements, research account history, resolve member problems or questions, process account corrections or stop payments on checks, and assist members in balancing their accounts.
• Provide assistance regarding all Card Services requests.
• Provide accurate and complete information regarding payments, interest calculations, and payoff amounts for existing loans.
• Absolutely ensure accurate preparation of all paperwork, documents, and forms.
• Attend work-related courses and seminars and pursue a program of self-development.
• Manage challenging situations efficiently, promptly, and professionally.
• Adhere to the call time goals set by management and cross-sell financial products and services as they relate to company standards.
• Responsible for maintaining a positive working relationship with all employees, clients, members, and customers.
• Abide by all company policies and procedures as listed in the Employee Handbook and/or established by or directed by management.

Essential Job Requirements

• A High School Diploma or GED is required.
• A BA or BS is preferred.
• Previous call center experience or related customer service experience is preferred.
• Ability to troubleshoot and analyze simple and complex problems via phone utilizing professional verbal communication skills.
• Ability to work a flex schedule Monday - Friday with rotating Saturdays.
• Ability to manage multiple tasks in a fast-paced environment.
• Provides friendly, prompt, professional and accurate service and support to all members and associates.
• Maintains a dependable record of attendance and timeliness.
• Attends training and completes online learning assignments to continuously increase job knowledge and overall performance in order to provide an increased level of service to members.

Skills/Abilities

• Provides best of class, Member Centric service.
• Proficient computer skills.
• Professional office appearance.
• Bilingual in Spanish is a plus.
• Courtesy, tact, and diplomacy are essential elements of the job.
• Professional verbal and written communication skills.
• Ability to articulate concepts well while dealing with a diverse group of members, staff, and management.
• Ability to make decisions and use judgment within proper authority levels.
• Promote a collaborative, cooperative, and productive work environment.