Call Center Representative

3 weeks ago

Laurel, United States APL Credit Union Full time $18 - $25
Job DescriptionJob Description

Job title

Call Center Representative

Reports to

Branch Manager

Job purpose

In accordance with prescribed methods and operating policies and established practice, provides a variety of member service functions including presenting and explaining Credit Union products and services to prospective and current members, assisting them in utilizing these products and services and assists members in resolving account related problems. Requires multi-tasking skills, a high level of customer service and the ability to communicate effectively with prospective and current members to represent the Credit Union in a positive and professional manner

Duties and responsibilities

  • Accepts and completes consumer loan applications from all points of entry, including telephone, internet, face-to-face, and by mail, and submits those applications for decision.

  • Accepts, researches and assists with the resolution of member inquiries received by telephone, e-mail, staff members, or any other source. Resolution requires the ability to document issues, prepare concise correspondence, and to communicate clearly and effectively.

  • Ability to process a needs assessment of all members so as to introduce and explain available Credit Union products and services to members and potential members.

  • Strong capability to identify members using Credit Union guidelines to protect members’ identity and the Credit Union from loss and / or fraud.

  • Support the additional functions with respect to lending and deposit services including, but not limited to:
    1. Membership verification
    2. Certificate of deposit, regular share and IRA share, renewal processing
    3. Deceased member account processing
    4. Share draft copy request processing and delivery
    5. Share draft/ ACH stop payment processing
    6. Share draft reorders and arrangement for delivery
    7. Processing coupon orders
    8. Online banking and bill payment enrollment and administration
    9. Address changes and member profile maintenance
    10. Processing of internal and external deposit and loan verifications
    11. Processing of out of state loans
    12. Calling members with loan approvals and conditions of loan

  • Support all Credit Union departments by assisting members with issues regarding:
    1. Visa accounts
    2. Visa Check Card accounts
    3. ACH processing
    4. Individual Retirement Accounts
    5. Internet Account Access
    6. ATM transactions
    7. Statement interpretation, review, and analysis
    8. Review and analyze credit report to offer additional products and services
    9. Payment methodology and payroll allocation issues

  • Acts as MSR, MSA and / or Teller as needed and on Saturdays as scheduled.

  • Processing basic, non-cash financial transactions for members including closing of accounts, issuing checks, transfers, transfer payments, fees and fee refunds with Manager’s approval.

  • Performs such other member service functions that might be needed from time to time, and assists others to complete tasks and work assignments.

  • Train new hires and current co-workers on new and existing policies and procedures

  • Maintain information security.

Qualifications

Education: High school diploma or GED. Must be able to secure and maintain a Resident Producer Individual (RPI) License and Notary Public License.

Experience: 3 year of related experience in a customer/members service environment. Call Center experience is a plus

Working conditions

Work is performed largely in a pleasant office environment with minimal chance for personal injury and moderate noise level. There may be occasions when the work environment is stressful. Work hours will normally be from Monday through Friday and may change depending upon our needs. You may be expected to be available during weekends or after business hours as business dictates. Reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the position as required by applicable law.

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position as required by applicable law.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel, among other things, objects, tools, PC keyboard or controls; reach with hands and arms; talk or hear. The employee frequently is required to stand, walk and sit. The employee is occasionally required to stoop, kneel, and or crouch.

The employee will need to lift box[es] and other supplies that may weigh in excess of 20 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Direct reports

  • N/A

Approved by:

Vice President of Human Resources

Date approved:

July 2020

Reviewed:

July 2020

___________________________________ ___________

Signature Date

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