Contact Center Representative/Financial Services/Customer Service

6 months ago


Naperville, United States HealthCare Associates Credit Union Full time

You love talking to people??

Then join the Credit Union Difference We are a not for profit that helps people.

In addition to taking care of our members, we take care of our employees with some great benefits:

  • $20.87/hr
  • 35 hour work week.
  • 4 weeks of paid time off.
  • Federal holidays off.
  • Full benefits package
  • 401K (Up to 4.5% matching PLUS 4% employer contribution)
Details:

The Contact Center Representative is the members' first impression - as well as ongoing representation - of the credit union's service and support structure. They have the opportunity to make a difference in the financial health of our members while supporting them in their life goals.

Responsibilities:

1) Service
  • Deliver service to both internal and external members that are in alignment with the credit union's Service Promises.
  • Meets all established sales and service goal.
  • Possess adequate product knowledge as measured by the annual product knowledge certification assessment
2) Member Service
  • Explain and recommend credit union products and services
  • Provide general account information
  • Provide information on new and on-going promotions
  • Address and resolve member problems and complaints
3) Execution of Departmental Programs, Policies, and Procedures
  • Record research requests and deliver to appropriate personnel
  • Explain the procedure to initiate payroll requests, and ensure all forms are mailed to appropriate destination
  • Assess field of membership qualifications and provide accurate information
  • Meet daily/monthly departmental productivity standards
4) Financial Obligations
  • Possess knowledge of PAM (the audio response system), and assist members with the usage
  • Possess strong knowledge of MY247 online banking and assist members with the registration and usage
  • Possess knowledge of bill pay and assist members with the set up and usage
  • Facilitate wire transfer requests
  • Process check orders
  • Provide loan payoff information
  • Set-up auto share transfers, loan transfers and off-cycle transfers per member requests
  • Provide rate information on deposits and loans
5) Process Financial Transactions
  • Post loan payments
  • Process phone transfer requests between share accounts, loan accounts and cross-member accounts
  • Process check withdrawals
  • Process loan advance requests
6) Other
  • Adhere to other duties as assigned
Qualifications:
  • High School Diploma or equivalent
  • Minimum 3-years member service (customer service) experience - preferably in a Financial Institution setting but not required
  • Meet monthly sales goals
  • Excellent communication skills both verbal and written
  • Ability to work well under pressure and multitask
  • Enjoy problem solving and interaction with members
  • Excellent interpersonal skills
  • Strong phone etiquette, pleasant voice and demeanor
  • Must be able to sit for long periods of time
  • Type 20-30 words per minute
  • Team oriented

HACU is an Equal Opportunity Employer

This position is onsite

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