Call Center Representative

Description

GENERAL SUMMARY

Primary Responsibilities

• Model a high energy, world-class service and sales culture within the branch and credit union.
• Assists members with general questions related to their account and e-banking usage, primarily over the phone, but may include face-to-face email and messaging interactions.
  
  

Primary Qualifications: Passionate and enthusiastic; possess world class service and leadership skills; strong knowledge and understanding of FCCU products and services.

Essential Duties And Responsibilities

• Live the First Community Credit Union Mission, Vision and Values within the organization and our communities.
• Assist in promoting a positive credit union image during working and non-working hours.
• Comply with regulatory requirements and internal policies and procedures.
• Maintain necessary records pertaining to member, tracking, monitoring, etc., in a timely, efficient and effective manner.
• Instill an energetic, world-class service and sales culture that continually strives to improve the way we serve our members.
• Assist in branch services and operations as needed to serve our members.
• Answering phones for the entire credit union.
• Refer members to the appropriate credit union department based on the member’s needs
• Assist members with basic account questions and simple transactions.
• Assist members with how to use e-banking services to include: home banking, bill pay, TELLERphone, and mobile app.
• Review and work faxes that come in. Forwarding any faxes to appropriate departments.
• Review exception reports, make entries and order supplies for the entire credit union.
• Perform other duties and responsibilities as assigned or deemed necessary in order to meet the credit union’s goals and objectives.
  
  

Requirements

Required Knowledge, Skills, and Abilities:

• Passionate and enthusiastic.
• World-class service skills.
• Intermediate knowledge of credit union products, services, policies and procedures.
• Possess exemplary written and oral communication skills.
• Be flexible and adaptable to change.
• Knowledge of federal and state regulations relating to credit union operations management.
• Knowledge of Microsoft Office applications.
• Knowledge of intermediate math (calculations and concepts involving decimals, percentages, fractions, etc.)
• Willingness to learn new skill sets to advance in a career with First Community Credit Union.
• Typing skills desired.
• Good organization and time management skills.
• Availability to work weekends and extended hours, as needed.
• Outgoing personality, with the ability to ask for new business and capable of making outbound phone calls.
• Works well with others and follows directions.
• Able to work independently.
• Detail oriented.
  
  

Education And Experience

This position requires a high school education and two (1) year experience in a financial institution.

Employees must comply with government and other regulations affecting the credit union industry including but not limited to the Bank Secrecy Act and The USA Patriot Act.

Working Conditions

Normal office working conditions with the absence of disagreeable elements.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Salary : $33,900 - $42,900