Call Center Representative

1 week ago

Fort Myers, United States Suncoast Credit Union Full time

** Call Center Representative (aka: Customer Service)**

**Job Category****:** Call Center **Requisition Number****:** CALLC06859 Showing 1 location **Job Details**

**Description**

**Start Date: 9/07/21**

**Pay: $15.50** **Some of our Benefits/Perks for Suncoast Employees:**

* **Medical/Dental/Vision Insurance**

+ Choice of HSA, HRA or OAPIN plans.

* **Employee discount on Car, Boat, Motorcycle and Home loans**

* **Compensation adjustments as you continue to learn new skills and perform those skills.**

* Tuition Reimbursement

* Paid Time Off + Paid Holidays

* Life Insurance

* Short Term Disability Insurance

* Retirement Benefit (401K)

+ Suncoast will match employee contributions up to 6%. Suncoast will match an additional 0.5% up to 10%. Employees are vested 100% in all 401(k) contributions, which means you own the full balance of your 401(k), including the employer match. Please see the employer-matching schedule below.

* A team-oriented organization dedicated to providing you the training needed to excel

**Position Overview**

Answers a high volume of telephone inquiries and processes various account transactions. Provides information and assistance to members and prospective members concerning the Credit Unions products and services. Provides prompt, accurate, efficient, and professional service, with the utmost concern for confidentiality, security, and privacy of member data.

**Duties and Responsibilities**

* Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

* Ability to work as a team member, as well as independently with minimal supervision

* Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

* Flexible schedule (manage between a few different shifts: early morning to later evening).

* Basic computer skills (ability to learn and pick up software/systems quickly; i.e. member management software)

* Effectively communicate with members via phone, provide them with excellent service.

* Provides information to members and prospective members concerning the Credit Unions products and services.

* Determines membership eligibility.

* Processes a variety of member financial transactions, such as withdrawals, posting loan payments, and transfers between accounts.

* Researches and resolves member issues and problems. Performs account maintenance, data entry, and account corrections as needed.

* Maintains an awareness of calls waiting. Meets phone center and member service requirements established by MCC management.

* Attends job-specific training classes as requested by manager. Completes annual BSA/AML Compliance Training and understands employees role in maintaining an effective BSA/AML compliance program, and completes FACT Act Red Flag training.

**Minimum Education, Experience and Skill Requirements**

* High school diploma or equivalent.

* Bilingual preferred

* Previous work experience with a financial institution or other call center or customer service field preferred.

* Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines. Accurate, detail-oriented, and organized. Able to resolve routine problems and situations.

* Basic knowledge and understanding of Credit Union products, services, policies, and procedures.

* Basic knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities.

* Basic knowledge and understanding of all Credit Union computer systems and software applications required to perform job duties.

* Good verbal and written communication skills and interpersonal skills, including phone skills, in order to interact professionally and effectively with members and staff. Able to communicate routine information. *Bilingual is a plus.*

* Highly motivated and self directed.

* Work is closely supervised

**Skills**

**Job Security****:** Inspired to perform well by the knowledge that your job is safe **Flexibility****:** Inspired to perform well when granted the ability to set your own schedule and goals **Education**

**Preferred**

Associate of Science or better.

Bachelor of Science or better.

**Experience**

**Preferred**

Verbal and written communication

Bilingual

**1-5 years:** Bank

**1-5 years:** Host

**1-5 years:** Customer Service

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