Universal Call Center Representative

Are you Service-Driven and Innovative? Our client's Member Service Center is the perfect place for you! As a Universal Call Center Representative, you'll have the chance to build deep member relationships and create personalized solutions. Become part of a team that is key in delivering extraordinary experiences. Do you have what it takes?
Responsibilities
  • Provide prompt, accurate, concise and courteous responses to member inquiries relating to consumer loans and other financial transactions.
  • Identify member's needs/sales opportunities.
  • Provide quality service at every encounter (Shopper Reports/Call Observations).
  • Provide department/team support: Coverage of MSC and Online Services queues.
  • Take initiative to identify problems and deliver recommendations and solutions.
  • Make outbound calls to complete PSCU Escalations.
  • Provides members with information regarding current credit union and branch promotions.
  • Process member transactions accurately providing a high attention to detail.
  • Communicate suspected member account abuse including potential red flags, elder abuse, or regulatory issues.
  • Process wire initiations accurately.
  • Troubleshoot Debit and Credit card related issues including activations, fraud claims, ATM or debit card processing errors and replacement orders.
  • Identify and assist in finding resolution to account/loan related inquiries. Research and rectify account problems including but not limited to fee reversals, posting errors, payroll deduction allotments/changes, and minimum payment requirements on open and closed ended loans.
  • Act as liaison to member and branch/support departments.
  • Directs calls as appropriate.
Qualifications
  • 1 -2 years related experience and/or training required.
  • Required background in customer service and sales.
  • Must be able to multi-task, function in a fast paced environment and be detail oriented. 
  • Ability to communicate effectively in both written and oral form.
  • Ability to sell products and services effectively and meet goals.
  • Ability to interpret banking regulations and compliance standards. 
  • Ability to build & maintain relationships with internal and external members.
  • Must have the ability to use Word for Windows, Excel, and other Microsoft Office applications, as well as the ability to learn new applications quickly.
  • Must be able to work rotating Saturdays.
  • Must be able to work 9:30am-6:00pm shift.
  • Bilingual English/Spanish preferred.
  • Banking and/or credit union experience preferred.
  • Previous experience in a call center environment preferred. 
  • Consumer lending experience.

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