TELESERVICE REPRESENTATIVE

About the role

We help people improve their lives financially and support the communities we serve. This role receives members and potential members through designated delivery channels, building positive relationships by providing accurate, superior service while educating and referring members to Credit Union services that can help each individual.

Responsibilities

• Accomplish three objectives with each incoming call: provide superior member service; fulfill the primary objective of the call; and identify other potential member needs while referring/selling appropriate credit union products and services
• Maintain high accuracy in handling all transactions and assigned duties, especially those dealing with members' accounts
• Meet established levels of productivity in product and service sales/referrals and other goals as determined by the Credit Union
• Create a positive experience by always using the member's name and exceeding member expectations to maintain service goals at the acceptable level as determined by the Credit Union
• Identify callers using prescribed security questions to ensure proper caller identification
• Receive members by phone and determine the nature of members' business
• Handle numerous personal and business account transactions including but not limited to:
  • Monetary transactions including transfers between accounts and check withdrawals
  • Providing loan payoffs and other loan information
  • Processing preliminary member reported fraud claims pertaining to stolen or lost ATM/debit cards, VISA cards, ACH transactions, check forgery and internet phishing
  • Identifying and resolving member issues when possible or submitting Helpdesk ticket to appropriate area for research and/or resolution
  • Accepting member requests for changes to IRAs and CDs and submitting instructions to the appropriate area for completion
  • Receiving and processing transfer requests including payroll setups and allocations, ACH origination and loan payments
  • Accepting account data change requests and submitting to appropriate area for completion
  • Submitting on-line banking reset requests; providing log on assistance and bill payment instruction
  • Placing stop payments on members' checks and ACH debits
  • Exercising good will with members by waiving certain fees within established guidelines
  • Submitting member comments to appropriate area when additional follow-up is required to meet members' needs
  • Participating in member surveys, Annual Meeting Reservations and identifying types of calls by using designated contact management tools
• Provide through delivery channels routine information concerning Credit Union services or policies and third party Credit Union supported vendors, including: what is a Credit Union; eligibility for membership; how to apply for membership; type of accounts available; insurance products; the locations of the Credit Union, office hours and delivery services
• Keep members' transactions and other Credit Union business in strictest confidence

Requirements

• High school diploma or equivalent
• Direct sales or cross sale/referral experience within the last three years or completion of the current Credit Union sponsored sales/referral training

Qualifications

• Customer service attitude and skills including: team player attitude, commitment, patience, enthusiasm, creativity, listening, comprehension, initiative, cooperation, attention to detail, resourcefulness
• Professionalism including: confidence, good judgment, appropriate demeanor and appearance; ability to interact with employees and members
• Problem solving, decision making, time management, interpersonal communications, organization
• Excellent oral communication skills required
• Ability to deal effectively with difficult contact situations
• Comfort with sales-focused responsibilities
• Maintains overall knowledge of the resources and services of the Credit Union as front-line first contact with members; conversant in alternatives to steer members to the correct department
• Ability to work proficiently in a Windows based environment
• Must be bondable

Physical demands

• Regularly required to: stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk or hear, taste or smell
• Regularly required to lift 1 to 10 pounds once per day
• Specific vision abilities required include: close vision, distance vision, color vision, peripheral vision, depth perception, ability to adjust and focus
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

This response is AI-generated, for reference only.