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Customer Service Representative
2 months ago
GECU is seeking a highly skilled and customer-focused individual to join our team as a Contact Center Representative. As a key member of our customer service team, you will be responsible for providing exceptional service to our members, answering their questions, and helping them with their financial needs.
Key Responsibilities- Establish new accounts for members and gather information to better assist them with credit union deposit accounts, loan questions, and other related services.
- Ensure a single call resolution through effective listening skills and probing to identify members' needs.
- Look for opportunities to offer financial counseling, promote credit union products and services, and explain deposit policies to increase member education.
- Multi-task effectively and navigate through all applications/systems to efficiently assist members.
- Explain the philosophy, purpose, objectives, and policies of the credit union to members and prospective members.
- Create opportunities to sell credit union products and services to members, with a special emphasis on promotions and new services.
- Offer financial counseling by providing services like Green Path and assisting members in restructuring their finances while enhancing credit union profitability.
- Provide general information related to loan questions and make payments to loans through ECM (Electronic Cash Management).
- Submit Loan Extension Requests via email to the Loan Center.
- Accurately complete all documents related to products and services, including new accounts and assessing appropriate fees.
- Assist in the collection of funds owed to the credit union on all types of accounts.
- Complete transaction requests on member accounts, including balance transfers, loan repayment, loan payoffs, and maintenance of ATM and Debit card reorders.
- Answer basic mortgage-related questions, including Escrow Analysis (seasonal).
- Have basic knowledge of Debit/Credit card information, including the dispute process.
- Provide accurate information regarding members' accounts, including all products and services offered.
- Answer questions pertaining to check re-orders, web pages, loans, online banking, bill pay, new accounts, interest rates, and dividends.
- Exercise professionalism and good judgment with members and coworkers.
- Maintain and understand compliance to ensure that work complies with GECU's established policies, procedures, and applicable regulations, including the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC).
- Perform other duties assigned or required in connection with the general operation of the credit union.
- Extensive knowledge of credit union products and services, with an emphasis on special promotions and new services.
- Ability to deal with upset members using tact and diplomacy.
- Ability to accurately and promptly multi-task.
- Working knowledge of phone systems, calculators, personal computers, and software used in the execution of duties.
- Excellent communication skills, both oral and written.
- High school diploma or equivalent and 12 months of work experience.
- Requires sitting the majority of the day, lifting up to 10 pounds, bending, squatting, twisting, kneeling, and reaching above the shoulder level occasionally.
