Call Center

Do you have a combination of strong customer service and sales skills as well as attention to detail?  Our call center and operations areas (ACH, wire processing, VISA processing, etc) as a team to provide excellent customer service to our members.

Assist the Operations Manager to ensure that both sales activities and service to members is provided in an effective manner throughout the department.

Provides first level member service for assisting department staff as directed by the Operations Manager. 

Meets individual sales goals for deposit growth, loan production, member acquisition and retention, insurance penetration, and other key performance measures as established by the Operations Manager. Participates fully in all sales related activities in the department.

Assists  department staff with more complicated member service issues which may include research and resolution of various questions, outages, exceptions and escalated calls. May also assist other department staff with questions and resolution of issues.

Ensures that assigned daily, monthly and quarterly audits are completed which may include reviewing reports, auditing reports or other information and tracking. Prepares assigned reports for review.

May be required to work independently in answering incoming calls; which may include in 

processing transactions, answering all types of inquiries, taking loan applications and    

resolving outages and exceptions and other department functions.

Provides back up for department processes and procedures in case of staffing shortages,

or as needed or assigned.  This may include processing ACH entries, wire transfers,

Regulation E claims, credit card file maintenance or adjustments, NSF and overdraft

processing or other department processes.  May provide first level response to issues in

the absence of the Operations Manager.

Follows and assists with monitoring established regulatory compliance procedures.

Manages or assists with projects as needed or assigned.

Maintains ongoing communication with supervisor, informing him/her of all pertinent problems, irregularities, new developments, changes and other important information within area of responsibility.

Projects a positive attitude by working effectively in a spirit of cooperation with department staff, other departments, members and management to achieve common goals and objectives.

Maintain confidentiality in performing assignments relative to any information received directly or indirectly.  Follows established policies and procedures for the security and privacy of member account information.

Contributes to efficient credit union operations by performing other related duties as assigned.

Strong attention to detail and critical thinking skills.

Excellent verbal and written skills.

Knowledge of financial institution procedures, services and programs.

Knowledge of sales practices with ability to meet established goals.

Knowledge of regulations related to branch operations.

Ability to work independently and as a team member while using discretion in decision making and sound judgement in problem solving.

Preferred Experience:

Three years customer service experience in a financial institution (preferably in a Call Center environment.) 
Three previous sales experience. 
Experience in a leadership role preferred.