Call Center

2 weeks ago

Yorktown, VA, United States 1st Advantage Federal Credit Union Full time
Call Center - Member Services Representative - eBranch: Kiln Creek Office

Yorktown, Virginia

1st Advantage Federal Credit Union is currently seeking a full time Call Center - Member Services Representative to support our busy eBranch. This branch operates like a call center receiving both telephone and digital (chat, e-mail) member requests. Scheduled hours will be 40 hours per week between the hours of 8:00 a.m. to 5:30 p.m. Monday through Friday and rotating Saturdays (twice a month) from 8:00 a.m. to 12:30 p.m.

The Call Center Member Services Representative role is responsible for assisting members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area. Support performance goals set for the branch and credit union. Informs and advises member and potential members of credit union products and services and effectively refer members when products or services are handles in other areas or departments. Ensures that members and colleagues are promptly and professionally served by maintaining the standards set for the branch.

1st Advantage Federal Credit Union has been serving members in the Hampton Roads community since 1951. We provide financial products and services that help members get ahead, while volunteering our time and resources to civic organizations and nonprofits that share our mission to improve life for each other. Be part of something special. Join 1st Advantage as a colleague and support our community members.

We offer market competitive compensation and a generous benefit package:
  • Dollar-for-dollar matching 401(k) plan to 4% of earnings.
  • Choice of three medical plans
  • Flexible Spending Accounts
  • Health Savings Accounts
  • Choice of two Dental plans
  • Vision
  • Basic Life & AD/D Insurance - no cost
  • Optional additional life insurance for colleagues, spouses, and children
  • Long-term Disability Insurance - no cost
  • Short-term Disability Insurance - no cost
  • Employee Assistance Program - no cost
  • Critical Illness, Accident, and Hospital Indemnity Plans
  • Generous paid time off accrual program
  • 11 Paid holidays
  • Pre-paid legal services
  • Pet Insurance
  • Discounts on consumer loans and mortgages, increases on savings products, and much more
To be considered for this opportunity, please submit your fully completed application and resume through our website.

See below for full job description.

Call Center - Member Services Representative Essential Functions & Responsibilities
  • Assists member and potential members with their telephone service requests; answers questions about products and services and resolves problems that are within their authority to resolve (Tier 1); refers problems that are beyond their skill set to fellow colleagues (Tier 2) and refers problems that are beyond their authority to their supervisor (Tier 3), along with their recommendations.
  • Identifies cross-sell opportunities and refers cross-sell services to an MSR II - eBranch or MSR III eBranch.
  • Performs other job-related duties as assigned to include Teller functions.
  • Maintain a knowledge of and consistently adheres to 1st Advantage policies and procedures.
Performance Measurement
  • To provide informed, prompt, professional and accurate service and support to all members and associates. Answer telephone within three rings, respond to messages within two hours.
  • To direct all phone calls to the appropriate person with minimum transfers.
  • To process member transactions with zero errors.
  • To proactively seek opportunities to cross sell products and services for the betterment of the member and referring such opportunities to an MSR II - Call Center or MSR III - Call Center.
  • To proactively demonstrate the 1st Advantage FCU core values of integrity, trust, hard work, and dedication, passion, and vision.
  • To maintain a professional work environment and business-like appearance. Uphold the 1st Advantage image standards.

Qualifications:

Education Highschool education or GED

Experience One to three years of similar or related experience.

Interpersonal Skills

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills

Basic knowledge of credit union information systems. Good communication and listening skills. Ability to work at a fast pace with minimal distractions. Demonstrates a willingness to assist others.

Physical Requirements

Talking - Effective verbal communication to convey and acknowledge receiving detailed or important instructions accurately, loudly, or quickly.

Average Hearing - Able to hear average or normal conversations and receive ordinary information to communicate effectively.

Finger Dexterity - Using primarily just the fingers to make small movements such as typing, picking up small objects or pinching fingers together to use office equipment such as phones, computers, scanners, and other office machinery.

Repetitive Motion - Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities - Average, ordinary visual acuity necessary to prepare or inspect documents, products, read email and computer screens, and operate office machinery.

Physical Strength - Sedentary work; sitting at a desk or workstation a majority of work hours. Exerts up to 25 lbs. of force occasionally. and required to lift up to 25 lbs.

Reaching and Stretching - Reaching and stretching, below the shoulders, to access files, checks, documents, or office equipment on and across shelves, counters, and desks.

Work Environment Standard office work environment.

This Job Description is not a complete statement of all duties and responsibilities comprising this position.

Offers of employment are contingent on a satisfactory criminal background and credit history check.

EOE/M/F/Disability/Vet

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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