Current Openings


MEMBER CONTACT CENTER REPRESENTATIVE

HOURS

40 hours/week Monday – Friday with the ability to be flexible for overtime including Thursdays and Saturdays.

RESPONSIBILITIES

• Fully knowledgeable in all aspects of Credit Union products and services, ensuring a timely and accurate response to telephone inquiries from members regarding, but not limited to:

  • Membership Information: eligibility, opening accounts.

  • Share Information/Processing Transactions: for regular Share Accounts, Club Accounts, Certificates of Deposit, Money Market Accounts and IRA Accounts involving the following: opening and closing of accounts, balances, transfers, check withdrawals, rate information.

  • Rate Information: on all deposit products and consumer loan products.

  • Account Information: balances, transaction information, check clearing, deposit verifications, statement information, VISA Credit and/or Debit.

  • Checking: check orders, checks cleared, stop payments, minimum balances, 3 types offered (and benefits of each), CURT Plus and transaction information.

  • Automated Services: Command Call, Bill Pay, Online Banking, CURT card, CURT Plus, Direct Deposit and Payroll Deduction.

  • Direct Deposit/Payroll Deduction: enrollment, changes, cancellation, error resolution.

  • Consumer Lending: loan rates, application processes and timeframe for loans and mortgages, rates, purchase points, etc.

  • Other: address changes, transfer of funds between accounts, wire transfers, hours of  operation, branch locations, home banking access, bank-by-mail, fees, money order information, travelers’ check information, savings bond information, investment service referral, insurance information, Christmas Club, Special Purpose Club, Vacation Club, Revocable Living Trust account, Notary Public services, Signature Guarantee.

• Responds to members’ inquiries regarding the opening of accounts, access to services, account utilization and information.

• Resolves member discrepancies with all products and services in a time-frame pre-determined by the standards established for the position

• Regularly interfaces with other departments to research and resolve member problems and disputes in a timely and effective manner, maintaining member satisfaction whenever possible.

• Assists members with making the most effective use of services offered by the Credit Union by offering solutions to problems with utilization of services. 

• Actively cross-sells Credit Union products and services and acts as a resource of information to educate members on the features and benefits of Credit Union products and services, exceeding the member’s expectations and building long-term member relationships.

• Works independently, resolving member issues in a courteous and professional fashion, problem-solving quickly and accurately, using sound judgment in making exceptions for members within the guidelines established for the position.

• Handles a high volume of phone calls daily, balancing the need for a quick telephone response time, quality member service, while dealing with member complaints.

• Demonstrates excellent communication skills and listening skills, enabling for the timely response to member inquiries and complaints.

• Miscellaneous duties as assigned

REQUIREMENTS

• Customer service orientation

• Analytical thinking

• Sales ability and persuasiveness

• Organizational awareness

• One year certificate from college or technical school and a minimum of two years experience in Member Services, Lending, or Member Accounts; or equivalent combination of education and experience.

EQUIPMENT USED

• PC-in-house system, word processing, spreadsheets, Internet, and email

• Telephone system