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Virtual Retail Center Representative Ll

4 months ago

Houston, United States Primeway Federal Credit Union Full time

Position Summary
This position calls for individuals who are Compassionate, Accountable, bring Real Value, Integrity, New ideas and provide Guidance to our members as well as the team. These key elements define PrimeWays culture. Another key aspect of this financial service position is to identify members financial needs and recommend appropriate solutions. The VRC Representative is responsible for meeting or exceed established referral, call quality and member satisfaction goals. Additionally, this position requires the ability to act as a solution-oriented problem solver who is organized and provides timely follow up to member requests.

**Responsibilities**:
Answering incoming phone calls within targeted call metric goals
Processing account maintenance changes, wires, disputes, etc.
Understanding and communicating the benefits of all PrimeWay products
Maintaining accountability for each member interaction
Identifying and creating opportunities to present other credit union loan products or services by effectively cross-selling
Managing member expectations
Adhering to PrimeWays policies and procedures
Deescalating member issues
Demonstrating a working knowledge of federal regulations B, D, E, and Z
Playing a key role with other departments in relation to fraud detection/prevention
Solving problems as needed in all aspects of account management, operations and member service
Working with other internal back office departments to deliver service excellence
Performing necessary actions to ensure member satisfaction scores greater than or equal to 90%
Assisting the Contact Center Supervisor and Director of Virtual Retail with any additional duties as assigned
Recommending, assisting with, and participating in staff training as needed.
Score 90% or above on Contact Center Product and Service Assessment
Successfully mentoring new hires to achieve stated metric goals
Responding to members via chat
Processing remote deposit capture items

Knowledge /Skills/Abilities
General knowledge of basic call center policies and telephone etiquette.
Excellent interpersonal, verbal and written communication, skills
Professional appearance and attitude.
Strong organization and follow-up skills.
Sound decision making and judgment with attention to detail and accuracy.
Ability to interpret information work independently and/or as part of a team and be able to adapt to fast changing environment in order to accomplish individual and team goals and meet deadlines.
Basic personal computer skills and proficiency in Microsoft Office
Ability to perform in a fast-paced environment
Willing and able to work remotely if needed.
Ability to maintain confidentiality with member information.
General knowledge of loan policies including but not limited to Truth in Savings, Truth in Lending, Bank Secrecy Act and anti-discrimination legislation.
Experience
2 years call center experience
1 year of banking call center experience preferred but not required.
Education
High school diploma or its equivalent is required