Call Center Representative - Main Office

Main Office 

12611 Fuqua Street                        Monday - Friday: 9:00 AM - 6:00 PM

Houston, TX 77034                       Saturday (rotating): 9:00 AM - 12:00 PM

** This is an onsite position **

*Schedule is subject to change based on department needs* 

**Part time also available**

Position Summary 

Assist members over the telephone with financial transactions and delivers exceptional member service. Answer members’ questions regarding their accounts with the credit union. Perform a variety of account maintenance. Solve complex problems by doing research. Participates in the Performance Reward Program in which minimum job expectations must be met as a requirement of the position. These duties may be performed at any credit union office as assigned.  

Essential Duties and Responsibilities

· Respond to all inquiries, complaints, and questions from callers in a courteous and professional manner.  

· Maintain confidentiality concerning member accounts and credit union business.  

· Keep abreast of all credit union products and services to the extent that you are able to answer all member questions. This includes marketing promotions, membership eligibility, general knowledge regarding loan servicing, accounting inquiries, rates, etc.  

· Research member accounts as needed and follow-up with members in a timely manner.  

· Actively promote and sell credit union products and services by recognizing member needs and matching services and products according to needs. Maintain proper documentation for tracking.  

· Maintain daily log of incoming phone calls.  

Other duties 

· Perform other side duties as required which may include processing emailed loan applications, processing verifications of deposit, and retrieving and responding to emails from members.  

· Play an active part in helping credit union teams function smoothly and efficiently. Stay alert to potential problems and propose changes to policies and programs.  

· Perform other duties as assigned or required.  

Required Knowledge and Abilities 

· Strong customer service skills.  

· Interpersonal and verbal communication skills necessary to relate to and empathize with other people and to maintain a friendly and courteous demeanor throughout the day.  

· Must be able to cope with pressuring resulting from a constant flow of members by phone and dealing with impatient, and at times, irate members.  

· Ability to analyze problems and complete necessary research to resolve them.  

· Ability to accurately and efficiently input and retrieve data from a computer.  

· High School diploma.  

· Minimum one-year customer service experience required, previous call center experience preferred.  

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 position. The employee is regularly required to walk, sit, reach with hands and arms, kneel, talk, hear, and climb stairs. The employee must occasionally lift and/or move 10-15 pounds. This position requires viewing of computer monitor for extended lengths of time and travel to and from all credit union offices.