Job Description

ARE YOU SERVICE-DRIVEN AND INNOVATIVE? OUR CLIENT'S MEMBER SERVICE CENTER IS THE PERFECT PLACE FOR YOU! AS A UNIVERSAL CALL CENTER REPRESENTATIVE, YOU'LL HAVE THE CHANCE TO BUILD DEEP MEMBER RELATIONSHIPS AND CREATE PERSONALIZED SOLUTIONS. BECOME PART OF A TEAM THAT IS KEY IN DELIVERING EXTRAORDINARY EXPERIENCES. DO YOU HAVE WHAT IT TAKES? RESPONSIBILITIES

• PROVIDE PROMPT, ACCURATE, CONCISE AND COURTEOUS RESPONSES TO MEMBER INQUIRIES RELATING TO CONSUMER LOANS AND OTHER FINANCIAL TRANSACTIONS.
• IDENTIFY MEMBER'S NEEDS/SALES OPPORTUNITIES.
• PROVIDE QUALITY SERVICE AT EVERY ENCOUNTER (SHOPPER REPORTS/CALL OBSERVATIONS).
• PROVIDE DEPARTMENT/TEAM SUPPORT: COVERAGE OF MSC AND ONLINE SERVICES QUEUES.
• TAKE INITIATIVE TO IDENTIFY PROBLEMS AND DELIVER RECOMMENDATIONS AND SOLUTIONS.
• MAKE OUTBOUND CALLS TO COMPLETE PSCU ESCALATIONS.
• PROVIDES MEMBERS WITH INFORMATION REGARDING CURRENT CREDIT UNION AND BRANCH PROMOTIONS.
• PROCESS MEMBER TRANSACTIONS ACCURATELY PROVIDING A HIGH ATTENTION TO DETAIL.
• COMMUNICATE SUSPECTED MEMBER ACCOUNT ABUSE INCLUDING POTENTIAL RED FLAGS, ELDER ABUSE, OR REGULATORY ISSUES.
• PROCESS WIRE INITIATIONS ACCURATELY.
• TROUBLESHOOT DEBIT AND CREDIT CARD RELATED ISSUES INCLUDING ACTIVATIONS, FRAUD CLAIMS, ATM OR DEBIT CARD PROCESSING ERRORS AND REPLACEMENT ORDERS.
• IDENTIFY AND ASSIST IN FINDING RESOLUTION TO ACCOUNT/LOAN RELATED INQUIRIES. RESEARCH AND RECTIFY ACCOUNT PROBLEMS INCLUDING BUT NOT LIMITED TO FEE REVERSALS, POSTING ERRORS, PAYROLL DEDUCTION ALLOTMENTS/CHANGES, AND MINIMUM PAYMENT REQUIREMENTS ON OPEN AND CLOSED ENDED LOANS.
• ACT AS LIAISON TO MEMBER AND BRANCH/SUPPORT DEPARTMENTS.
• DIRECTS CALLS AS APPROPRIATE.

QUALIFICATIONS

• 1 -2 YEARS RELATED EXPERIENCE AND/OR TRAINING REQUIRED.
• REQUIRED BACKGROUND IN CUSTOMER SERVICE AND SALES.
• MUST BE ABLE TO MULTI-TASK, FUNCTION IN A FAST PACED ENVIRONMENT AND BE DETAIL ORIENTED. 
• ABILITY TO COMMUNICATE EFFECTIVELY IN BOTH WRITTEN AND ORAL FORM.
• ABILITY TO SELL PRODUCTS AND SERVICES EFFECTIVELY AND MEET GOALS.
• ABILITY TO INTERPRET BANKING REGULATIONS AND COMPLIANCE STANDARDS. 
• ABILITY TO BUILD & MAINTAIN RELATIONSHIPS WITH INTERNAL AND EXTERNAL MEMBERS.
• MUST HAVE THE ABILITY TO USE WORD FOR WINDOWS, EXCEL, AND OTHER MICROSOFT OFFICE APPLICATIONS, AS WELL AS THE ABILITY TO LEARN NEW APPLICATIONS QUICKLY.
• MUST BE ABLE TO WORK ROTATING SATURDAYS.
• MUST BE ABLE TO WORK 9:30AM-6:00PM SHIFT.
• BILINGUAL ENGLISH/SPANISH PREFERRED.
• BANKING AND/OR CREDIT UNION EXPERIENCE PREFERRED.
• PREVIOUS EXPERIENCE IN A CALL CENTER ENVIRONMENT PREFERRED. 
• CONSUMER LENDING EXPERIENCE.