Center representative

Position Title : Solutions Center Representative I

Reports To : Solutions Center Manager

Directly Supervises : None

Job Type : Temporary - estimated assignment : 6 months

Job Summary :

Contribute to the Credit Union's key results and critical measures by displaying personal accountability in aligning job responsibilities with the organizations core purpose, core values, goals and objectives.

Under general supervision and in accordance with Credit Union policies and procedures, this role is responsible for building member relationships through individual efforts at educating and advising members about products and services.

Additionally, perform a variety of member contact functions to effectively meet the needs of members, including but not limited to : providing quality member service, demonstrating ability to identify opportunities and needs to effectively cross-sell products and services, respond to account inquiries, opening and closing of all membership and account types, performing account maintenance services, and troubleshooting complex account matters, and responding to loan inquiries, while ensuring to maintain confidentiality and security of member information.

Essential job duties :

Support the mission vision and values of the Credit Union.

Meet and / or exceed individual cross-sell or sales goals, objectives, and service standards as established by the Credit Union.

Support the achievement of contact center goals as established by the Credit Union.

Adhere to policies, procedures, compliance, safety, and security as they relate to the job and work assignments.

Maintain knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.

Responsible for building member relationships which meet the expectations for members and standards for excellent member service and work performance.

Actively take an interest in members' financial lives to assist in identifying opportunities and needs to effectively align with, or cross sell products and services that meet member needs.

Actively promote marketing campaigns and promotions by educating members of their benefits and value.

Engage in follow up communication as applicable to incoming service requests.

Responsible for tasks associated with providing excellent service to members.

Accurately present information on all deposit and loan products, ancillary services, and rate and fee information offered by the Credit Union.

Actively answer and resolve routine member requests, inquiries, questions, or problems in a timely and professional manner.

Accurately perform monetary and file maintenance transactions, including but not limited to transfers, check withdrawals, payments, loan advances, account record changes, and check orders.

Accurately present information and perform tasks associated with opening sub-share account types, and ancillary services offered by the Credit Union.

Engage in assisting and troubleshooting routine account matters, such as usual account and fraud situations, basic IRA inquires, standard Debit / ATM card resolution, and other routine or typical inquiries and requests.

Perform clerical or administrative tasks that support the operation of the contact center.

Promptly and accurately complete required reports and records, such as time card recordings, branch balancing reports, branch logs, and manual report tracking.

Assist with mail in transactions, such as deposits, payments, and address change requests.

Prepare documents or files for filing, scanning, archiving, or mailing.

Non-essential job duties :

Other duties, tasks and assignments as delegated from time-to-time.

Within the employee's scope of authority, may provide support or assistance to co-workers, such as training employees in job related tasks, or providing approval or override support.

Overtime hours may be required from time-to-time.

Keep manager informed of area activities, problems, or potential problems.

Participate in development and learning to increase knowledge and skills.

Display initiative through proactive involvement, self-improvement, and by taking advantage of opportunities.

Minimum Qualifications :

Education :

High School diploma, GED, or equivalent experience. Two-year college degree or equivalent preferred, or completion of a specialized coursework at a business or trade school.

• Experience :
• A minimum of one years' experience as a Call Center Representative, Member Service Representative or comparable position, at a full-service financial institution or experience in a related position in a related field.

Proven success at exceeding goals and / or sales and service expectations.

Knowledge, Skills & Abilities :

Possess excellent customer service and sales skills.

Possess excellent communication skills both verbally and written.

Possess thorough knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.

Possess thorough knowledge of regulations applicable to essential responsibilities.

Ability to read, speak, and write clearly to convey information in a courteous and effective manner.

Possess excellent interpersonal skills to communicate and represent the Credit Union positively with members, co-workers, and management.

A significant level of trust and diplomacy required, in addition to courtesy and tact.

Possess strong problem-solving skills to effectively research, investigate, or offer solutions to issues that are more complex and difficult in nature.

Work requires analytical ability, judgment and ingenuity. A moderate amount of discretion is available to perform the job.

Pays close attention to detail, ensuring accuracy and completeness of work output.

Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusion or approaches to complex problems.

Excellent organization, planning, and follow-up skills.

Able to follow directions, utilizing sound and moderate decision making skills.

Flexible and adaptable to change.

Able to handle multiple tasks, responsibilities and / or projects.

Ability to resolve inter-personal conflict and miscommunications.

Solid math skills.

Knowledge of how to use a personal computer and MS Office products on a daily basis (Word, Excel, Outlook).

Last updated : 2024-05-17