Call Center Representative

4 days 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 providing exceptional service to its members. With six locations surrounding the Nashville area, we serve over 45,000 members and offer a wide range of financial products and services.

Job Summary

We are seeking a highly skilled and customer-focused Call Center Representative to join our team. As a Call Center Representative, you will be responsible for providing professional and friendly service to our members over the phone, answering their questions, and resolving their concerns in a timely and efficient manner.

Key Responsibilities
  • Provide exceptional customer service to members over the phone, responding to their inquiries and resolving their concerns in a professional and courteous manner.
  • Process members' financial transactions, such as wire transfers, cash advances, loan payments, and payment authorizations, accurately and efficiently.
  • Review online memberships and conduct telephone loan interviews, completing loan applications as needed.
  • Provide information on auto, boat, and recreational vehicle values, as well as maintain detailed knowledge of all credit union fees, rates, products, and procedures.
  • Post all member transactions and use computer software to access member information and assist with additional services as needed.
  • Prepare teller checks and loan add-on advances, and effectively cross-sell the benefits of all CFCU products and services to members.
  • Closely account as requested in writing by mail, using Sales and Service Training skills to retain accounts whenever possible.
  • Resolve member complaints within authority with care and concern, and understand and comply with all applicable laws and regulations.
  • Assist in training new Call Center employees and process daily reports, such as online check disbursements and bill pay maintenance requests.
  • Understand and adhere to all security policies and procedures, and maintain member information in confidence.
Requirements
  • Minimum of a high school diploma or GED, with college or some post-secondary education preferred.
  • At least three years of financial institution experience in Teller/Universal Associate or customer service-related work, with extensive public contact and loan processing experience desired.
  • Personal computer experience is required, and excellent verbal and audio communication skills are necessary to serve members effectively.
  • Good independent judgment, initiative, and problem-solving skills are essential, as well as the ability to function as a team player and cooperate with coworkers, members, and business associates.

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