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.