What are the responsibilities and job description for the Call Center/ITM Representative - Full-Time position at Security Credit Union?
Description
General Summary of Duties:
Responsible for answering all member inquiries and transaction requests received through our Interactive Teller Machines and Call Center accurately and positively. Promotes and participates in a sales and service culture consistent with SCU’s goal of exceeding expectations while maintaining a high level of service, safety, and member confidentiality.
Essential Functions And Other Responsibilities
Standards
Perform all job tasks/functions as assigned and/or directed; according to policy, procedures and standards; use Service/Sales plus skills at all times; meet all cross-sell and productivity standards as set by management; and read/respond to all communications (voice mail/email/message board) communications in a timely fashion.
Core Competencies
Minimum Qualifications:
Education: A high school diploma or equivalent.
Experience: Previous cash handling and customer service experience desired.
Licenses/Certifications: Must attain all required licenses and/or certifications to perform duties of position.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands, fingers, talk, or hear. The employee is frequently required to sit, stand, and reach with hands and arms. The employee may occasionally lift up to 20 lbs. and/or exert force to move up to 50 lbs.
General Summary of Duties:
Responsible for answering all member inquiries and transaction requests received through our Interactive Teller Machines and Call Center accurately and positively. Promotes and participates in a sales and service culture consistent with SCU’s goal of exceeding expectations while maintaining a high level of service, safety, and member confidentiality.
Essential Functions And Other Responsibilities
- Provide prompt and courteous service to all internal/external customers/members in-person and on the telephone. Accurately answer all inquiries regarding SCU products/services. Professionally problem-solve and resolve all complaints or refer for assistance as needed.
- Maintain working knowledge of and aggressively promote credit union products/services at every opportunity, to include completing outbound calls, making referrals that result in new services to new/existing members. Complete Sales Plus logs.
- Perform duties necessary to order and maintain department office supplies and supplies in individual work area. Prepare workstation daily and keep workstation organized. Process mail distribution (incoming/outgoing).
- Conduct all work in a safe and healthful manner. Perform as part of a team and assist other employees/departments as needed. Train/mentor other credit union employees as directed. Maintain update of work status to supervisor as required.
- Maintain the security of all codes, procedures, and other items related to office security. Place documents that need to be shredded in the proper place for shredding. Maintain knowledge of and follow the established process for key control and security. Open/close office by disarming/arming alarms, as established procedures require.
- Balance daily. Perform operational duties and troubleshoot problems with department equipment. Report errors, abnormalities, and out of balance conditions to supervisor immediately. Correct all out of balance conditions as applicable. Process end of day voucher and office closing procedures.
- Maintain functional knowledge of online systems and all software used in the department, including the process to follow if the system goes down.
- Maintain thorough knowledge and understanding of credit union policies/procedures that are necessary for performing job duties, including but not limited to Negotiable Instrument Reference & Guidelines, BSA, and OFAC.
- Prepare reports, file, make photocopies/scans, and scan documents as required and assigned. Create new Excel reports and maintain current.
- Complete assignments given by management.
- Perform member service related duties, including but not limited to; opening/closing/changing of deposit accounts and regular/IRA certificates; issue, order new, close/renew, change/adjust. Process member fraud disputes and balance transfer requests on Credit/Debit card accounts; processing of stop payments, copies, corrections, orders, and balancing checking accounts; wire transfers; skip-a-payments; and all member account related file maintenance requests according to procedures.
- Perform duties to; schedule member appointments; pull/review consumer credit reports and investigate disputes; process lien terminations; and department assigned side jobs.
- Process member related transactions by phone, mail, or email, including but not limited to, member deposits/payments and transfers; member verifications; returned mail; and member applications for products and/or services. Monitor call queues through UC Suite.
- Responds to all member requests for service through ITM; including assistance with using the ITM, processing transactions and responding to other requests.
- Provide technical support for e-services.
- Perform all teller related duties, including but not limited to; balance as required; process member deposits, payments, withdrawals, check cashing, cashier checks, and other promotional items.
Standards
Perform all job tasks/functions as assigned and/or directed; according to policy, procedures and standards; use Service/Sales plus skills at all times; meet all cross-sell and productivity standards as set by management; and read/respond to all communications (voice mail/email/message board) communications in a timely fashion.
Core Competencies
- Reasoning: apply rational method of problem solving to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, blueprint, or schedule form.
- Math: add, subtract, multiply, and divide all units of measure. Perform the four operations with like common and decimal fractions. Compute ratio, rate, and percent. Draw and interpret bar graphs. Perform arithmetic operations involving all American monetary units.
- Language – read a variety of books and magazines. Write reports and essays with proper format, punctuation, spelling, and grammar, using all parts of speech. Speak before an audience with poise, voice control, and confidence, using correct English and well-modulated voice.
Minimum Qualifications:
Education: A high school diploma or equivalent.
Experience: Previous cash handling and customer service experience desired.
Licenses/Certifications: Must attain all required licenses and/or certifications to perform duties of position.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands, fingers, talk, or hear. The employee is frequently required to sit, stand, and reach with hands and arms. The employee may occasionally lift up to 20 lbs. and/or exert force to move up to 50 lbs.