Call Center Service Representative II

About Excite Credit Union

Excite is a relatable, jean-wearing, highly-caffeinated, value-based community credit union. We believe in giving everyone a chance to build a financially stronger future so that together we can build a stronger community. Our promise is to treat our members like neighbors, not numbers, and get their money to work as hard as they do. People matter at Excite Credit Union - we always take ownership, set the bar high and pull together as a team to ensure we do right and good for each other and our members.

We speak up, have the freedom to think on our feet and understand that we are in the people business. So we don’t let tradition get in the way of creating solutions to meet the needs of our members. We are passionate advocates making an impact in our community. Beyond our services, we incite change through nonprofit partnerships, financial literacy, donations and volunteerism. We believe everyone deserves to step up to better when it comes to their place of work and where they bank.

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Under direct supervision, but within established policies and procedures, the Call Center Service Representative II:

• Provides a broad range of Credit Union services to members and non-members via incoming telephone calls, email and secure online banking messages.
• Provides guidance and troubleshooting of Credit Union electronic services.
• Assists financial center and other department team members with general information and research as well as miscellaneous duties as needed.

NOTE: This is a remote position but the individual must live within driving distance of a branch in the event of loss of power/internet or in the event there is required in person training. We are looking for someone to work the 10am to 7pm ET shift and rotating Saturdays from 9am to 5pm ET. Keep in mind as business needs change this individual may be asked to work a different shift or cover for a fellow team member.

What is in it for you?

We offer….

• Competitive Pay ($17 - $23/hour depending on experience)
• Comprehensive benefits plan
• Retirement plan with matching contribution
• Wellness, and Well-being programs
• Financial education and planning
• Opportunity for professional development and continuing education allowance
• Team member loan discounts
• And so much more

Essential Duties and Functions: (include but are not limited to)

• Responsible for being knowledgeable of, and ensuring that Service Standards, as defined and established by the credit union, are actively pursued and routinely achieved in the day-to-day performance of job duties.
• Contributes to the overall success of the department through exceptional member service and sales.
• Assists members and non-members with a variety of requests including account transactions, balance information, problem resolution, policy and procedure questions, and the building of account relationships through the introduction of additional products and services.
• Responsible for maintaining the department’s expectation for daily Logged On Time in an effort to maintain a high level of availability which results in acceptable Service Level and Abandoned Rate statistics for the department.
• Responsible for remaining current on all promotional campaigns, department/credit union policies and procedures for processing telephone transactions.
• Responsible for achieving the department’s monthly thresholds for individual cross-selling performance.
• Responsible for accurate and efficient phone usage (holds, conferencing, transfers) and exercising sound judgment when department is experiencing high call volume.
• Performs a variety of other teller functions on a daily basis between incoming phone calls.
• Demonstrates the highest commitment to exceptional internal and external member service.

Required Experience and Education

• High school diploma or equivalent
• 1-2 years customer service experience with a financial institution
• 1-2 years demonstrated success in the sales of financial products and services
• Previous call center experience.

Preferred Experience and Education

• Bi-lingual skills (English/Spanish)is highly desired.

Travel

No travel unless there is a power outage or loss of internet in the individual's workspace. Must live within driving distance of a branch.