Contact Center Rep II

1 month ago

Toledo, United States Directions Credit Union Full time

Responsible for servicing a broad variety of member service calls in a prompt and courteous manner. These functions include opening and closing accounts, renewing certificate accounts, taking consumer loan applications and closing consumer loan applications. Handles various IRA transactions including opening new IRA’s, IRA transfers and withdrawals. Handles general emails and questions, credit card questions and various Remote Deposit Capture functions. Resolves member questions and problems regarding account statements, loans, payments, automatic transfers, interest rates, investment certificates, TONI, On-line Banking. Completes and maintains related reports, records, files and other duties as assigned. Responsible for building member relationships by actively uncovering and evaluating members’ financial needs, offering products/services to meet those needs, and by answering members’ questions regarding Credit Union services. Cross sells Credit Union services and supports all functions within the Contact Center. Must have strong communication and business writing skills.

Assumes responsibility for the effective and professional completion of Contact Center Representative functions.

  • Understands all functions of an MSR II.
  • Responds to remote member questions and complaints in a professional manner.
  • Resolves a wide variety of member telephone questions, problems and concerns in a timely manner.
  • Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Management.
  • Provides information to members on accounts, payments, interest rates, blue book estimates, loan options, savings programs policies, procedures and routes calls to necessary personnel if necessary.
  • Performs basic maintenance functions and automatic transfers for loan payments. Assists members with On-Line Banking, E-Statements, TONI/TILLIE, Remote Deposit Capture and Mobile Banking.
  • Uses professional writing skills when responding to e-mails and other member requests.
  • Maintains and projects the Credit Union's professional reputation.
Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
  • Keeps Manager informed of area activities and significant problems.
  • Completes required reports/duties and records accurately and promptly.
  • Attends and participates in meetings as required.
  • Adheres to assigned schedule so members are served promptly.
Assumes responsibility for related duties as required or assigned.
  • Assists other departments as necessary.
  • Performs related clerical duties as needed.
  • Assists in verifying accounts, mailing correspondence and helping with various Remote Services.
  • Keeps work area clean, secure, and well maintained.
  • Actively and professionally cross sells Credit Union services.


``Directions Credit Union is an Equal Opportunity Employer AA M/F/Vet/Disability or other characteristic protected under federal, state, or local law.``

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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