Contact Center Representative - Inbound jobs in West Chester, PA

About Us

DEXSTA Federal Credit Union is a not-for-profit full service financial institution that exists to serve its members. “Since 1937, our credit union has maintained our commitment of ‘people helping people.’ If our members have a need, we find the solution. Be sure to visit any of our branches and see the difference a credit union makes.”

Jerry King | PRESIDENT, CEO

Our Communities

Fulfilling the credit union movement’s mission of “people helping people” is always at the heart of DEXSTA Federal Credit Union’s community efforts. We lean upon the old adage of “actions speak louder than words” to bring that philosophy to life in our communities. DEXSTA has been a long-time supporter of Children’s Miracle Network (CMN) Hospitals, Ronald McDonald House, and Sunday Breakfast Mission. We also support the Boys & Girls Clubs of Delaware and are always looking for new ways to get involved! Any time the DEXSTA team comes together for a good cause, some fun and laughs always seem to follow!

DEXSTA Federal Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. DEXSTA Federal Credit Union makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Our full time positions come with the following benefits that are paid by the company for employees:

• Medical and prescription plan

• Vision Plan

• Life Insurance

• AD&D Insurance

• Money Purchase Plan(Pension plan)

• Short Term Disability

• Long Term Disability

• Paid Time Off

Additional Benefits:

• Dental Insurance

• AFLAC Insurance

• 401k Plan with company match

• Incentive plans for certain positions

• Membership to the Credit Union

Position Summary:

Responsible for servicing members’ financial needs and transactional requests as they relate to all aspects of their accounts, including savings, checking, certificates, consumer loans, and related ancillary products. Educate members on credit union products and services to expand their total financial relationship with the credit union. Provide members with an exceptional experience in accordance with the Credit Union’s core values. This position may float to any branch including the Phone Center.

Duties/Responsibilities:

• Follow all credit union policies, procedures, and requirements in addition to all state and federal laws and regulations, including Regulation CC, the Bank Secrecy Act, OFAC and USA Patriot Act/Customer Identification Act (CIP). Educate members on various credit union policies, procedures and related laws and regulations where applicable.
• Service members’ financial needs at any branch location, including the Phone Center.
• Process non-monetary requests (i.e. direct deposits, online banking, mobile banking, etc.)
• Open and close members’ accounts (including savings, checking, money markets, certificates, debit cards, check orders, etc.), while learning more about members’ reasons for maintaining or dissolving their relationship with the credit union. • Maintain members’ account information and update when appropriate. • Investigate and reconcile members’ questions, inquiries, and concerns with regard to their accounts/services; communicate with the appropriate department or individual when applicable to ensure resolution and member satisfaction.
• Maintain an up-to-date and comprehensive knowledge of the credit union’s products and services.
• Support the credit union’s focus on member service and sales. This position will have sales and lending goals and minimum performance standards.
• Build rapport and use active listening skills, to identify members’ needs while working with members or actively researching members’ relationships to determine sales and cross-selling opportunities.
• Answer inquiries, screen, interview and counsel prospective borrowers, including explaining loan options (rates, types of loans/options, repayment terms, etc.); assist members in completing loan documentation; verify and complete appropriate credit checks and perform financial ratios to determine credit risk to credit union. Approve or deny consumer loans within established policies and limits; document approvals and notify denials in a timely manner.
• Complete and prepare loan documentation accurately and efficiently.
• Close and disburse loans according to credit union procedures and policies, ensuring borrowers are familiar with and understand loan terms, conditions, collateral and disclosures.
• Perform other duties as assigned.

Essential Functions:

• Extended sitting up to 60% of the time.
• Lifting up to 35 pounds occasionally required.
• Bending, squatting, kneeling, reaching above or below shoulder level frequently required.
• Intermediate mathematical skills (calculations/concepts involving decimal and percentages).
• Continuous sound perception/discrimination and verbal speech ability.
• Valid driver’s license required.
• Occasional travel and irregular hours may be required.
• Occasional exposure to dust and poor ventilation.
• Strong computer and application skills.
• Excellent oral, written, grammar and communication skills.
• Problem solving skills.
• Must be bondable.

Education, Training and Experience:

• High school diploma or the equivalent.
• Lending /loan processing experience desired.
• Financial Service experience desired.
• Sales/Service experience desired.

DISCLAIMER

The information in this position description has been designed to illustrate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties and responsibilities and/or qualifications required of any employee assigned to this position.