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Customer Service Associate I

2 months ago

Richmond, Indiana, United States Natco Credit Union Full time
Job Overview

Position:

The role involves assisting members and prospective members with their Credit Union requirements; detailing services, establishing new sub savings accounts, resolving issues, and guiding members to the relevant personnel.

Key Responsibilities:

E 65% Handle and process member financial transactions, including check cashing, deposits, withdrawals, transfers, loan and credit card payments, cash advances, and line-of-credit advances. Issue money orders, cashier checks, and stamps. Ensure cash drawer balance and complete daily activity settlement.

E 10% Aid members in opening sub savings accounts; support members with online banking resets, check orders; respond to inquiries regarding products and services and resolve member issues; escalate complex problems to the direct supervisor or branch manager.

E 10% Recognize suitable member service and lending cross-sell opportunities; promote Credit Union products and services to members.

N 5% Maintain member account details within the computer system.

N 5% Execute various miscellaneous tasks including typing, copying, scanning, data entry, and answering calls.

N 5% Carry out other related responsibilities as assigned.

Performance Metrics:

1. Deliver accurate, courteous, friendly, timely, and professional service to all members.

2. Assist members in the lobby/drive-up within five minutes.

3. Serve an average of 80 members daily, either in person or via phone; answer calls within three rings.

4. Achieve a minimum of 20 new retail product sales or loan referrals monthly.

5. Process member transactions with zero errors.

6. Maintain a professional work environment and businesslike appearance.

7. Keep an overall attendance record of no more than 7 unscheduled absences.

Qualifications:

Experience: One to twelve months of related experience.

Education: High school diploma or GED.

Interpersonal Skills: Role involves significant personal interaction with others inside and/or outside the organization for first-level conflict resolution, relationship building, and soliciting cooperation. Discussions require a high degree of confidentiality and discretion, necessitating diplomacy and tact in communication.

Other Skills: Strong oral and written communication skills. Intermediate computer proficiency in Windows and Microsoft Office. Ability to operate a 10-key calculator, typewriter, and possess intermediate keyboarding skills. Capable of navigating the Internet sufficiently to utilize third-party vendor programs.

Physical Requirements: Standing at a workstation for extended periods. Working for prolonged durations as necessary to achieve objectives, goals, and projects. Repetitive motions. Significant movements of the wrist, hands, and/or fingers. Reading documents and procedures essential for daily performance of key functions. Operating standard office equipment, including personal computers, telephones, and photocopiers. Occasionally lifting boxes or equipment weighing up to 50 lbs. Driving personal vehicles and traveling for moderate durations.

Work Environment: Typical office environment. Work is conducted at a counter-style workstation. Sufficient overhead lighting. Normal noise level. Commute may involve driving during inclement weather.

This Job Overview is not an exhaustive statement of all duties and responsibilities associated with the position.