Job Description

Call Center/MSR I-Remote
Are you ready to make a difference? Do you want to get paid to improve people’s lives? Are you ready to have conversations that change people’s lives? Do you want to make lasting impressions? Do you want to educate instead of sell? Do you want to help others achieve their goals? You can do all of this and more while enhancing your personal finance, and professional career. Prior experience in a call center environment is a plus hey, we are a credit union ??
May involve working from home and the office. Must be flexible in work arrangements.
Salary: $19.50/HR-$22.34/HR
Job Summary:
Assist members and potential members over the phone and through other channels with their credit union needs directly and through other representatives. Effectively explain and refer credit union products and services and build relationships with new and existing members. Open new accounts and maintain existing accounts. Answer incoming calls in a timely manner to provide excellent member service. Effectively use all available resources to best serve the member. Respond to inquiries and problems in a timely manner and direct members to the appropriate people as needed. Provides expertise with respect to more complex credit union services such as IRA's, Certificates of Deposits, home banking, etc.
Supervisory Responsibilities
None
Required Skills/Abilities
* Proficient verbal and written communication skills.
* Basic math and accounting skills.
* Understanding of banking regulatory matters and procedures for proper operation.
* Trustworthiness and ability to act with integrity.
* Ability to follow and perform the banking procedures and functions of the role.
* Ability to remain professional and composed under pressure.
Attendance:
Regular and prompt attendance is one of the credit union’s basic job requirements. Attendance on the job is an essential function of this position. Unscheduled occurrences (> 6 times in a rolling 12-month period) tardiness or leaving early (> 4 times in a rolling 12-month period) is considered excessive and employment application may be applicable. Review handbook for full description.
Supervision Received
Receives general instructions on routine work, detailed instructions on new assignments.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Duties/Responsibilities
* Efficiently assists members in our contact center.
* Assists members with opening and closing accounts, answers questions about products and services and resolves problems that are within their authority to resolve. Refers problems that are beyond their authority to level II, level III staff, manager/assistant manager, along with their recommendations for resolution.
* Troubleshoots and resolves member and internal inquiries in a timely, friendly, and accurate manner.
* Ensures that performed operations for assigned products comply with regulations and procedures.
* Provides training support for new and existing call center staff as directed.
* All other duties as assigned.
Required Skills/ Knowledge
Ability to apply training and experience to interpret, policies, procedures, guidelines, and regulations as appropriate for the position within assigned functional area.
Language Ability
Ability to listen and speak effectively to serve the membership and to resolve account inquiries by phone and other channels. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and write routine email and message correspondence. Ability to speak effectively to members, and employees of all levels of the organization.
Math Ability
Ability to work with mathematical concepts as applicable to the position.
Reasoning Ability
Daily responsibilities are relatively routine in nature and within well-defined policies and procedures and training received. Tasks require some analysis or research to determine the best solution. Role requires job/industry-specific training and may require practical application for competence. Works within existing procedures and structured work assignments. Position has responsibility to prevent avoidable loss.
Organizational Authority
Has little or no noticeable authority to make decisions that could impact overall organizational goals and/or objectives. The impact of the job would generally influence the service or product which an individual member would receive. Does not have budgetary responsibilities and is not authorized to make decisions that would commit or jeopardize company assets.
Interpersonal
Work involves extensive contact with members and persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing service and information.
Independent Judgement
Procedures, job standards, and specific policies direct most decisions and actions. Minimal room for discretion. Actions are usually limited to choosing between two or three known options.
Computer Skills
* 10 Key by touch
* Strong knowledge of credit union core systems
* Ability to learn and adapt a variety of software and systems utilized in the role.
Certificates and Licenses
N/A
Education
High School Diploma or equivalent required.
Experience
6 months to two years previous experience working in a call handling capacity or professional customer service role preferred.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. In the event the incumbent is equipped for and expected to work remotely, the requirements specified in the Remote Work Agreement will apply.
Physical/Environmental
Essential duties are performed in a general office work environment and prolonged periods sitting at a desk and working on a computer and handling a large call volume. Note: Remote work staff must have available a home workspace that meets the physical/environmental/safety and security requirements of the role. Refer to the remote work agreement regarding the requirements of the remote workspace. Essential duties may also involve occasional kneeling, squatting, bending, walking, crouching, stooping, and lifting to 20 pounds to move or stack credit union files and records. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Application Instructions

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