Call Center MSR

SUMMARY: Responsible for providing information and customer service concerning the credit union and its products and services to credit union members, ensuring the highest quality of member service.

ESSENTIAL FUNCTIONS:

• Serves membership by providing service and information in a pleasant, professional, and efficient manner via telephone or correspondence
• Answers incoming calls in a timely manner
• Responds to member email and fax inquiries in a timely manner
• Researches and resolves routine member questions, problems, and complaints concerning credit union accounts
• Assists in opening memberships
• Follows proper verification and identification procedures to assist in thwarting fraud
• Recognizes opportunities and cross-sell credit union products and services when appropriate
• Achieves minimum standards of sales goals
• Accepts and completes teller related and account maintenance requests
• Assists in Online Banking or reactivations
• Assists in Online Banking or logon and /or password reset
• Assists in trouble shooting all E-Services inquiries.
• Assists with review of IRA and HSA documentation to the system core and Ascensus
• Participates in Service Center Campaigns
• Maintains knowledge of credit union products, services, policies and procedures
• Other duties as may be assigned

SECONDARY FUNCTIONS:

• Works as ITM MSR as needed
• Fulfills Receptionist duties as needed

QUALIFICATIONS:

• Education Required: High School Diploma or equivalent (GED)
• Education Preferred: Associate’s degree in Business Administration or related field
• Experience Required: One (1) year of customer service or retail sales experience
• Experience Preferred: Two (2) years of customer service or retail sales experience in a call center
• Knowledge, Skills and Abilities (KSAs):

• Effective communication and telephone skills
• Ability to speak Spanish is preferred
• Ability to perform job functions independently
• Ability to work as part of a team
• Ability to verbally communicate effectively with internal and/or external members
• Ability to use computers and job-specific technology/software efficiently
• Maintains confidentiality
• Performs responsibilities with composure, quality and accuracy under stress of deadlines/requirements

TRAVEL: N/A