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Customer Service Center Agent

2 months ago

Harrisburg, Pennsylvania, United States Belco Community Credit Union Full time
Job Overview

HYBRID POSITION

Position Title: Member Service Center Representative

Department: Service Center

Supervisor's Title: Member Service Center Assistant Manager

Classification: Non-Exempt

Full Salary Range: $28.43

Starting Salary Range: $23.69

Benefits Overview:

  • Competitive compensation package
  • Comprehensive Medical, Dental, and Vision Insurance
  • 401K plan with up to 4% company match
  • Holiday Pay from day one
  • Paid Vacation Time
  • Medical Benefits commencing on the 31st day of employment
  • Pension Plan
  • And many more

Position Summary:

This role encompasses a variety of transactional responsibilities aimed at assisting members through telephone and other electronic communication methods. Key responsibilities include addressing member inquiries, promoting credit union products and services, and fostering strong member relationships. A thorough understanding of loan product modifications and the involved parties is essential. Maintaining high standards of Quality Assurance and delivering exceptional member service is paramount. The representative acts as a professional and courteous liaison between the credit union and its members.

Key Responsibilities:

  1. Establishes high performance standards, consistently exceeding personal targets related to call volume, service levels, and product referrals.
  2. Conducts outbound calls to members for necessary follow-ups, enhancing and expanding relationships.
  3. Handles transactions via phone concerning Credit Union products and services, including but not limited to: share and share draft accounts; ACH stop payments; debit and ATM card management; wire transfers; loan payments; and Bill Pay assistance.
  4. Reviews member accounts and submits appropriate requests for loan modifications and maintenance based on member needs and qualifications.
  5. Responds to inquiries in the Member Service Center email inbox, ensuring timely follow-up and communication.
  6. Communicates information to members clearly and effectively, positively influencing their decisions.
  7. Builds trust with members through honesty, reliability, and respectful interactions.
  8. Delivers prompt and accurate service and information in a professional manner, whether via phone or written correspondence.
  9. Actively engages in coaching sessions to enhance personal performance.
  10. Supports the sales and service culture enthusiastically.
  11. Employs a member-centric approach to interview and educate members, gathering relevant information to resolve complex inquiries and recommending suitable products and services.
  12. Contributes to the achievement of departmental and strategic goals.
  13. Adheres to all security protocols regarding member transactions and confidentiality.
  14. Complies with Belco's policies, procedures, and regulatory standards.
  15. Embodies Belco's mission, vision, core values, and behavioral expectations.
  16. Performs additional duties as assigned by the Member Service Center Management Team.

Competencies:

  • Functional Skills: Product/Service Knowledge, Sales Skills, Productivity, Dependability
  • Operating Skills: Communication, Quality of Work
  • Relationship Skills: Teamwork, Member Focus
  • Behavioral Expectations: Trustworthiness, Commitment to Learning, Accountability, Kindness

Work Environment:

This position operates within a professional office setting, utilizing standard office equipment such as computers, phones, and photocopiers.

Physical Requirements:

Ability to use a phone headset is required. The role involves sitting, standing, bending, and hand dexterity. Movement within a one-floor office layout is necessary.

Travel Requirements:

Occasional travel may be required for operational purposes, including evening and weekend work.

Minimum Education and Experience:

A high school diploma or GED is mandatory. Six months of relevant experience is preferred. Completion of assigned online training courses within two years of acceptance is required for promotion consideration.

Preferred Education and Experience:

Experience in a financial institution or call center is advantageous but not essential.

Disclaimer:

This position description is not intended to be an exhaustive list of all duties, responsibilities, and activities required of the employee. Duties and responsibilities may change at any time without notice.

Belco Community Credit Union is an Equal Employment Opportunity employer. Qualified applicants will be considered for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, age, disability, marital status, or veteran status. Belco's Diversity and Inclusion initiatives ensure equal access to training and advancement opportunities for all employees.

Belco will provide reasonable accommodations to applicants and employees with disabilities throughout the application and employment process, as needed.