Call Center Rep

About the Role

Join a growing organization with a one-team spirit where every voice matters. Contact Center Consultants are the first responders for the Credit Union, working together in a One-Team Many-Voices environment. Through communication, training, and continued learning, you will assist members with various inquiries. Many consultants move on to become supervisors or work in other areas of the credit union, making this a great place to build a solid understanding of the organization and serve membership. This is a great way to start your financial services career.

Compensation & Incentives

• Wage: $19.50/hour minimum
• Call Volume Premium: +$1.00/hour
• Potential Annual Incentive Bonus: $2,400
• Potential Annual Company Bonus: 4%
• Contact Center Consultants are eligible for incentives of up to $200 per month. Incentives are subject to required and authorized taxes, withholdings, and deductions.
• Work from home eligibility after six months with Meets Standard Performance & Manager Approval.

Key Responsibilities

• Answer all incoming calls within the established ring time goal.
• Ensure proper identification of members using Security PINs or approved security questions.
• Stay apprised of phone, check, or debit card scams to identify potential loss or fraud.
• Use a pleasant, professional voice and good listening skills to enhance service.
• Assist members with loan inquiries, including payoff requests, rate information, processing payments, establishing automatic transfers, and payment history details.
• Educate/advise members on questions relating to accounts, rate information, product or service requests, and error resolutions.
• Promote and maintain quality internal service to cultivate relationships with departments and branches.
• Attain and maintain knowledge of all credit union products and services.
• Inform existing and prospective members of current promotions and new or updated products/services.
• Utilize online account opening system to open various types of accounts, offering products/services to increase services per retail household.
• Answer questions regarding cleared items, direct deposits, and various transaction types.
• Place applicable stop payments following appropriate procedures.
• Be knowledgeable of regulation requirements applicable to debit card holds and pending transaction processes.
• Assist members with troubleshooting and resolving issues by accessing member’s online activity and resetting or unlocking logins.
• Prepare and submit all wire transfer requests following appropriate procedures.
• Use DocuSign system to securely send requested documents.
• Use internal software to review and create copies of cleared items.
• Handle adjustments to the credit union Member Rewards program.
• Answer inquiries regarding funds availability/check holds and releasing holds.
• Handle debit card requests for ordering, blocking, and travel notifications.
• Make fee reversal decisions within approved limits.
• Expected to reach and maintain a minimum of 75% success in established sales goal referrals and 80% success in quality assurance monitoring.
• Complete required assignments for Level I.
• Perform other duties as required or assigned.
• Schedule and conduct monthly individual dialogs with Manager.
• Assist with department projects, as assigned.
• Participate in outside credit union sponsored activities and community/education events.

Requirements & Tech Stack

• Phone system
• Computer
• All related software
• DocuSign

Qualifications

• High school diploma or GED equivalent.
• Minimum of six months financial institution experience or equivalent call center experience preferred.
• Skilled use of phone system, computer, and all related software.
• Basic math/accounting skills.
• Excellent verbal and written communication skills.
• Research and problem-solving skills.
• Ability to deal with potential conflict.
• Ability to work independently and as part of a team.
• Flexibility to adapt to change.
• Bilingual Spanish preferred.

Desirable Traits

• Pleasant and professional appearance.
• Pleasant speaking voice.
• Good listening skills.
• Enjoys working with the public using a courteous professional approach.
• Able to work flexible hours including Saturdays.
• Dependable.
• Independent worker.
• Strong ability to multi-task.
• Organizer and planner.
• Possess decision-making abilities.
• Versatile in all aspects of the CU.

Physical Functions

• Ability/stamina to work at least 40 hours a week.
• Will frequently reach, feel, bend, stoop, carry, finely manipulate, and key in data.
• Must be able to communicate heavily through telephone, e-mail, and in-person communications.
• Must be able to engage in problem-solving skills.

Supervisory Approval Required For

• Any situation outside A+FCU policy or procedures.