Account Services Rep I
4 weeks ago
PRIMARY DUTIES & RESPONSIBILITIES:
- Answers inbound calls in an efficient and professional manner, primarily assisting callers with credit union products and services, account transactions and account related questions and/or problems.
- Answers questions concerning field of membership, membership eligibility and benefits from prospective members.
- Follows scripts and telephone etiquette guidelines.
- Verifies and updates member contact information including addresses, telephone numbers and email addresses.
- Assists members with account transactions, including, but not limited to transfers, loan and mortgage payoffs, MasterCard payments and advances, check orders, SDB payments, wires, contact-updates on dormant accounts, debit card activations, Home Branch PIN, account passwords, closed accounts and e-payments.
- Answers caller questions regarding credit union products and services , including but not limited to ATM/Shared Branch locations, IRA contributions, US Savings Bonds redemption, CoinStar, Traveler’s Cheques and gift cards, senior benefits, POA, signature guarantee services, notary services, mobile banking, bill payer, remote deposit capture, eStatements, and SDB.
- Encourages all members to enroll in electronic services and accepts requests for ATM/Debit cards, Home Branch (on-line banking), cross account authorizations, direct deposit, payroll distribution, periodic transfer of funds and ACH origination.
- Recognizes cross-sell opportunities for all credit union products and services and refers members to Eglin Financial Service. Interprets and explains account transactions including check hold policies, returned items, overdraft protection and Courtesy Pay, and Reg D transfers.
- Determines account errors and documents resolutions for approval.
- Assists members with stop payments and affidavits for unauthorized transactions.
- Assists members in understanding fees, rate changes, and dividends.
- Operates PC/terminal for account inquiries, transactions and file maintenance.
- Maintains proper housekeeping of work area, desk equipment, etc., within the department. Assists with ordering supplies for the department as needed.
- Performs additional duties as assigned.
REQUIREMENTS OF POSITION:
Must be bondable.
Must be a high school graduate.
Must be able to use PC, Windows, typewriter, calculator and other office related equipment.
Must have the ability to listen, analyze facts and use sound judgment to assist callers in a timely and efficient manner.
Must have the ability to interpret and explain Credit Union policies pertaining to Call Center duties.
Must be able to converse with members and employees, in person or over the phone in a pleasant, courteous, professional and efficient manner.
Must complete annual training and review applicable SOPs 509, 509A, 521 and comply with all regulatory monitoring, record keeping, and reporting requirements.
Must report to work regularly and on time.
Must be able to get along well with others.
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