Call Center Representative

2 months ago

Nashville, Tennessee, United States Cornerstone Financial Credit Union Full time
About Cornerstone Financial Credit Union

Cornerstone Financial Credit Union is a not-for-profit financial institution dedicated to serving its members with exceptional service and competitive rates. With six locations surrounding the Nashville area, we serve over 45,000 members and are committed to the philosophy of people helping people.

Job Summary

We are seeking three full-time Call Center Representatives to join our growing team at our Nashville location. As a Call Center Representative, you will be responsible for answering account, product, and service inquiry calls from members in a professional and friendly manner. You will provide answers to members' questions, problems, and concerns, promote credit union products and services, and perform requested transactions, loan interviews, and loan applications confidentially and in compliance with regulations.

Key Responsibilities
  1. Provide a professional and friendly environment for members to conduct business over the telephone.
  2. Process members' various financial transactions, such as wire transfers, cash advances, loan payments, and payment authorizations.
  3. Accurately identify members prior to providing account information or performing requested transactions.
  4. Review online memberships and conduct telephone loan interviews and complete loan applications.
  5. Provide information on auto, boat, and recreational vehicle values.
  6. Maintain detailed knowledge of all credit union fees, rates, products, current promotions, and procedures for conducting loan interviews and completing loan applications.
  7. Post all member transactions and use other computer software to access member information and assist with additional services as needed.
  8. Prepare teller checks and loan add-on advances.
  9. Effectively cross-sell the benefits of all CFCU products and services to members.
  10. Closes accounts as requested in writing by mail. Uses Sales and Service Training skills to retain accounts whenever possible.
  11. Answers email requests and performs account research using various programs and communication with various departments.
  12. Resolves member complaints within authority with care and concern.
  13. Understands and complies with all applicable laws and regulations, including Reg B, Reg E, Reg Z, Reg CC, Reg DD, and the Fair Credit Reporting Act.
  14. Assists in training new Call Center employees.
  15. Processes daily reports, such as online check disbursements and bill pay maintenance requests.
  16. Understands and adheres to all security policies and procedures, and all other credit union policies.
  17. Maintains member information in confidence.
  18. Processes requests, such as ACH authorizations, stop payments, contact information changes, etc.
  19. Processes returned mail following proper procedures.
  20. Provides back-up for ITM Associate.
  21. Performs other duties as requested.

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