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Call Center Representative

2 months ago

Joliet, United States NuMark Credit Union Full time
What We Do....

NuMark's mission is to enrich the financial lives of our members. Our growing Credit Union has over 140 employees, nine Chicagoland branches, and over 50,000 combined members. We offer a full menu of financial services from mortgage and auto loans to free checking accounts and business services. NuMark Credit Union is dedicated to putting our members first, treating them like family and helping them do more with their money. We help members get to their fantastic future faster.

What You'll Love About Us....

At NuMark Credit Union, we recognize how vital our team is to the success of our organization. We believe that investing in the wellness and professional development of our people should be at the forefront of how we operate. Our focus is on making employees feel valued and supported because we know a strong team and positive culture is what gives us a competitive advantage in the markets that we serve.

NuMark Credit Union believes in social responsibility. You'll have opportunities to strengthen the communities we serve through volunteer days and fundraising programs. We have partnered with non-profits like the Northern Illinois Food Bank, Toys for Tots, The Bridge Teen Center, Wreaths Across America and other community organizations that make our neighborhoods a better place.

The Benefits....

We want to make sure you're taken care of, which is why we strive to offer competitive and cost-conscious benefits for you and your family. Full Time Employees can choose between several plans from Blue Cross Blue Shield (HMO or PPO), Dental, Vision, 3 weeks of Paid Time Off, Paid Holidays Off, Company Lunches and Parties, Birthday Holidays, Life Insurance (Company Paid), Short and Long Term Disability (Company Paid), 401(k) Savings Plan with Company Match, Flex Spending Account, AFLAC Portable Insurance Plans, Education Reimbursement for Bachelor or Master's Degrees, Employee Assistance Program, Paid Community Volunteer Time and Career Advancement Opportunities.

About The Role....

Call Center staff members are responsible for professionally and clearly answering the Call Center phone and actively participate in all Credit Union promotional efforts. You will be responsible for assisting members in resolving account or service related inquiries or directing to the appropriate department. Member interface includes but is not limited to issues related to questions regarding all NCU programs, fees, policies and services while ensuring confidentiality of member information. You must be able to positively represent the Credit Union. This position is accountable for achieving various sales behavior and production goals and providing exceptional service at all levels. The expectations of this job are to build member relationships by providing excellent service and offering products that meet member's needs.

Please note the schedule for this position is Monday-Saturday. This position requires availability for Saturday. The Credit Union is always closed on Sundays, but employees are required to work Monday-Saturday with one day off during the week.

What You'll Do....
  • Able to accurately and efficiently answer Call Center phones; professionally and courteously greets, cross-sells NCU products and services; build a rapport with members and potential members; and, closes conversation.
  • Maintains member confidentiality at all times.
  • Serves as an "Information Center" for member inquiries via the telephone. Is knowledgeable about all deposit, special account and various NCU programs. Fully explains features and benefits in accordance with NCU policy, standard procedures and regulations.
  • Provide members with account related information (account balances, account history, check clearings, etc.), verifies account ownership, regularly verifies member address, phone numbers, email address, etc.
  • Orders new checks, copies of share drafts, and Stop Payment orders and statement copies. Assists members
    with issues related to their NCU checking accounts.
  • Maintains inventory of all department forms and supplies at work station.
  • Works closely and cooperatively with other Credit Union departments and branches in a team approach to fulfilling the Credit Union's service quality standards.
  • Develops sound solutions and is capable of on-the-spot decisions which complement the need for efficient, accurate, and appropriate member service.
  • Accurately performs data entry as necessary.
  • Responsible for compliance to all BSA policies, procedures and regulations within area of responsibility.
The Knowledge, Skills and Abilities You'll Need....

High school diploma required. Two years' experience with NuMark Credit Union preferred. Call Center Representatives (CCR) must possess strong interpersonal and communication skills and must be able to understand and explain all Credit Union programs and services. This high contact position requires the ability to communicate effectively with prospective and current members. The CCR must understand disclosure information and be able to explain the requirements related to Truth-In-Savings. Should have a familiarity with PCs and an aptitude for learning information related to the needs of the position. Highly energetic and motivated individual. Is goal oriented and results oriented. Is motivated by the opportunity to earn monetary rewards and works well in an environment that supports this philosophy. Strives to accomplish all assigned tasks in a timely manner.

Equal Opportunity Employer....

At NuMark Credit Union, we are proud to be an equal opportunity employer focused on the development of and inclusive workplace. We are committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. As such, we consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status.

Physical Demands

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 under the Americans with Disabilities Act (ADA).
  • While performing the duties of this job, the employee may be regularly required to sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
  • Occasionally may need to walk around office area.
  • Specific vision abilities required by this job include close vision requirements due to computer work.
  • The ability to talk and hear both in-person and by telephone is required.
  • Regular, predictable, in-person attendance is required at the employee's assigned location(s) for all scheduled shifts.
Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions under the Americans with Disabilities Act (ADA).
  • Moderate noise (i.e., business office indoors with computers, phone, and printers, light traffic).
  • Ability to work in a confined area.
  • Ability to sit at a desk for extended periods of time.