Customer Service Representative
3 weeks ago
At America's First, we are seeking a skilled Call Center Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our members through various communication channels.
Key Responsibilities- Member Support: Assist members with their telephone requests, answer questions about products and services, and resolve problems within your authority.
- Electronic Services: Assist members with all electronic services, including mobile banking, remote deposit capture, home banking, online accounts, and web loan payments.
- Loan Applications: Take credit applications received by phone and forward them to a Loan Specialist for processing.
- Cross-Selling: Identify cross-sell opportunities and recommend services to members.
- Record Keeping: Maintain accurate records and prepare required reports.
- Verification: Provide check and deposit verification for merchants.
- Troubleshooting: Troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.
- Knowledge and Compliance: Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
- Member Satisfaction: Successfully resolve member issues with limited transfers.
- Transaction Accuracy: Process member transactions with zero unresolved errors.
- Product Recommendations: Successfully recommend a new product or service to qualified members.
- Quality Loop Score: Contribute to an overall Call Center Quality Loop score of 6.7 or higher.
- Experience: One year to three years of similar or related experience.
- Education: A high school education or GED.
- Interpersonal Skills: Excellent interpersonal skills, with the ability to work with members and internal teams.
- Other Skills: Good listening and telephone skills, able to operate a 10-key calculator and computer keyboard, and make decisions with minimum information.
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