Account Services Representative-Call Center

Billings Federal Credit Union
Account Services Representative

Summary:

Provide courteous, professional and knowledgeable first point-of-contact experiences for potential and existing members. Assist or provide direction as members come to or call Billings Federal Credit Union.

Duties:

• Answer phone lines: Assist with member transactions, questions, problem resolution or transfer calls to appropriate staff
• Schedule appointments for Sales Team
• Front Desk duties including greet visitors, manage lobby traffic, direct visitors to appropriate departments and notify employee(s) when member/visitor is waiting for assistance
• Provide information regarding credit union services and cross-sell services when appropriate
• Open and distribute incoming mail with dual control
• Attempt to locate current addresses. Change addresses per members’ requests
• Maintain member records including contact information, mail codes, diary memos, and scrolling messages
• Maintain COA Audit Report
• Review public records for deceased member notifications. Process according to procedure
• Complete Verification of Deposit requests submitted by various agencies
• Place orders for checks as submitted by members
• Process and route faxes to appropriate personnel
• Send birthday cards to youth membership
• Assist members with online banking registration, password resets, bill pay research and other general usage questions
• Assist users with Shared Branching registration and ATM transactions
• Process stop payments
• Collect appropriate documentation for electronic transaction disputes
• Issue instant issue plastics, pin and re-pin plastics, maintain applicable logs
• Process Debit Card orders
• Close member accounts within parameters defined by procedures
• Perform routine member transactions
• Provide assistance to other departments as workload allows
• Maintain ongoing communication with supervisor, informing him/her of all pertinent problems, irregularities, new developments, changes, and other important information within area of responsibility
• Ensure that all information and transactions regarding Credit Union members are kept confidential
• Maintain current knowledge of Credit Union philosophy, all Credit Unions services, and policies
• Enforce strict adherence to established security procedures
• Present an organized, neat and secure work area
• Participate in continuing education as approved by supervisor
• Report to work on time and as scheduled
• Attend meetings as required
• Adhere to company dress code

These duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

Training and experience:

• High school diploma or the equivalent
• Experience in a position involving extensive public contact
• Experience in answering multi-lined telephone system
• Training and/or experience in basic computer skills (Preferable but not necessary: MS Word, Excel, and Outlook)

Desirable Knowledge and Abilities:

• Knowledge of computer operations
• Excellent telephone manners, skills, and techniques
• Excellent oral and written communication skills
• Excellent organizational skills
• Capable of changing functions quickly and frequently
• Excellent skills in time management and prioritizing workload for maximum efficiency

Special Factors and Physical Demands:

• Requires absolute accuracy within time limitations
• Requires working with frequent interruptions
• Ability to lift and/or carry up to 35 pounds
• Stooping; kneeling; crouching; and reaching below, at, and over shoulder level required
• Sitting –80%; standing and walking - 20%
• Hearing, visual and verbal ability required

Job Type: Full-time

Pay: $17.45 per hour

Benefits:

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime

Application Question(s):

• How many years experience working in a credit union or bank do you have?
• Are you able to work a daily 8 hour shift, Mon - Fri, 8:00am - 6:30pm?

Education:

• High school or equivalent (Preferred)

Experience:

• Multi-line phone systems: 1 year (Preferred)

Work Location: One location