Sr. Call Center Representative

1 month ago

Chicago, United States Great Lakes Credit Union Full time
Job DescriptionJob Description

Great Lakes Credit Union is Hiring GREAT people for our GREAT team

Do you enjoy customer interaction and relationship building?

WE WANT YOU ON OUR TEAM

The Call Center Representative's primary purpose is to assist Great Lakes Credit Union to live out our Vision, “To be the members’ trusted financial partner.” Responsible for ensuring that outstanding service is delivered to both internal and external members, in alignment with our Standards of Greatness.

The Call Center Representative is responsible for performing all duties with a higher proficiency level to provide exceptional service to all members and potential members within all contact center channels. Acts as the members' most valued financial partner, taking every opportunity to understand and assess their financial needs and goals. Supports sales and service efforts. Supports the Member Promise. Maintains positive working relationships by supporting the Standards of Excellence. Advises members of appropriate products and services, which helps them achieve their goals and maintain their accounts. Performs all duties with accuracy and remains in compliance with federal and state laws, rules and regulations, and complies with GLCU's policies and procedures.


As a Call Center Representative your duties will be:

  • Answering and handling calls from all skill levels such as: Inquiries, Digital, Cards, Loans and Other.
  • Utilizing appropriate security measures to identify members and protects against fraud.
  • Cross selling and referring products and services to meet members' needs.
  • Seeking opportunities to attract, retain, and expand member relationships.
  • Actively listening and asking questions to determine member needs; identifies and recommends appropriate solutions, presenting features and benefits of products and services.
  • Using judgment to handle complex account inquiries and practicing good decision-making skills to perform one contact resolution whenever possible. Handling the more complex phone calls when needed.
  • Ensuring all members questions are handled, and follow up in a timely manner.
  • Performing all duties with a high level of accuracy and attention to detail.
  • Identifying and uses appropriate software and tools to troubleshoot concerns regarding, digital services, cards, transactions, payments and special accounts.
  • Follow all procedures, policies and guidelines; complying with federal and state regulations.
  • Consistently achieve individual goals and contributing to department and credit union success.
  • Tactfully handle more complex requests and escalated call situations from other Service & Support Specialists. Ability to diffuse irate members and handling call requests to a Team Lead or Manager.
  • Handle "off the phone" member requests and follow through.
  • SME on all account servicing requests such as: Add Joints, Name Changes, Joint Removal, Add/Remove Beneficiaries, Business Accounts, Trusts, etc.
  • Perform as a back-up to all Digital functions such as: Livechats, Online Applications, Secure Messaging and Member Service/Fax email requests.
  • Providing appropriate advice, counseling and solutions to member inquiries and problems. Works with other credit union personnel to proactively meet member needs in a responsive, efficient manner across department lines.
  • Perform overrides and supports the department chat for staff questions.
  • Authority to release check holds up to the department policy limits.
  • Supporting and facilitating training. May be assigned as a mentor to new team members.
  • May open or close the department in the event a manager is not available (opening includes loading checks, closing includes balancing checks, cutting off wires for the day)
  • Responsible for maintaining compliance with all applicable federal, state, and local rules and regulations, and following all of GLCU’s policies, procedures and internal controls.

Requirements needed to be part of this team:

Three years to five years of similar or related experience

A high school education or GED

Significant level of trust and diplomacy is required - Work involves extensive personal contact of personal or sensitive nature

Decision making requires analytical ability, judgement, and ingenuity - moderate amount of discretion

Problems encountered are somewhat complex, analysis, weighing the outcomes - problems are generally similar in nature

We’re the total package We offer GREAT Benefits

Great Lakes Credit Union is proud to be an Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

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