MSCC Representative

About the role

This position is primarily responsible for handling inbound calls and project specific outbound calls and providing quality member service, assisting members with monetary and non-monetary transactions such as inquiries, transfers, check withdrawals, wires, loans, taking loan applications and opening new accounts, stop payments, and member account changes; resolving problems, balancing daily work and cross selling Credit Union services and products.

Responsibilities

• Embraces and encourages the "Selling is Telling" philosophy by providing members with information about products and services for the benefit of the member and the credit union to strengthen member relations with Summit Credit union.
• Maintains a positive, professional attitude and pleasant tone when dealing with others.
• Constantly accesses staff intranet to remain current and up to date on communications, policies, procedures, and service that are offered to provide efficient and accurate responses to members’ inquiries and ensures own familiarity with the most up-to-date policies and procedures.
• Maintains a positive, friendly attitude while controlling the conversation to ensure minimal calls abandon rates and call volume standards are achieved.
• No more than 5% monthly average abandoned rate
• No more than 45 second monthly average answer speed
• Handles all financial call types, such as IRA, online banking and debit card support.
• Proactively assists members with completion of product applications to facilitate additional sales.
• Recognizes and communicates the need for potential additions to current policies and procedures.
• Handles both telephone and email contacts.
• Maintains detailed knowledge of when and where to escalate issues.
• Builds and maintains strong business relationships with phone members and prospective members through established customer service and sales standards.
• Maintains confidentiality when handling member requests and transactions.
• Accurately takes members loan applications by ensuring loan policy requirements are met.
• Understands departmental functions and Summit Credit Union operations including: Branch Operations, Data Processing / Information Systems, Lending, Marketing, Accounting, Card Services, Collections, Consumer and Mortgage Lending.
• Handles both telephone and email contacts.
• Maintains detailed knowledge of when and where to escalate issues.
• Builds and maintains strong business relationships with phone members and prospective members through established customer service and sales standards.
• Maintains confidentiality when handling member requests and transactions.
• Accurately takes members loan applications by ensuring loan policy requirements are met.
• Understands departmental functions and Summit Credit Union operations including: Branch Operations, Data Processing / Information Systems, Lending, Marketing, Accounting, Card Services, Collections, Consumer and Mortgage Lending.

Qualifications

• Associate's degree (A.A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
• Knowledge of Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); and Electronic Mail Software (Outlook).
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.