Essential Duties and Responsibilities:

• Responsible for selling and cross-selling Credit Union services to current and potential members. Credit Union services should be promoted using the "member benefit-based approach."
• Fully complies with the requirements of all Credit Union policies, including but not limited to the Bank Secrecy Act, the Patriot Act, and OFAC Policies.
• Provide outstanding member service via phone and email with enthusiasm and professionalism; successfully address member accounts.
• Assist members and potential members with account and product questions.
• Assist members and potential members with online account openings, seeing the process through from application to closing.
• Responsible for communicating the problems and subsequent solutions to phone unit team members.
• Responsible for consistently meeting Contact Center goals and Key Performance Indicators.
• Serves as liaison between the member and other credit union employees, processes, and procedures.
• Recognizes service successes and failures and provides continual feedback to the Phone Center Manager to maintain and improve overall member service delivery procedures. This includes, but is not limited to, evaluating existing policies, procedures, products and services, and technology.
• May be assigned other tasks by appropriate line supervision.

Supervisory Responsibilities:

There are no supervisory responsibilities in this position.

Qualifications

Education and/or Experience:

High School Diploma or General Education Degree (GED); 2 or more years of a financial institution or call center-related experience; or equivalent combination of education and experience.

Other Skills:

• Great interpersonal and phone etiquette, including a pleasant, professional speaking voice
• Member Focused
• Detail-oriented and ability to multi-task
• Ability to apply common sense understanding of financial transactions and carry out detailed but uninvolved written or oral instructions
• Ability to solve problems involving a few concrete variables in standardized situations.
• Ability to receive and respond appropriately to coaching and constructive feedback.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office software, including Windows, Word, Excel, Outlook Email /Calendar, and Internet Explorer software. Experience with Symitar, Episys, Digital Insight, system preferred PSCU, or other core banking software.

Physical Demands:

An employee must meet the physical demands described here to perform the job's essential functions successfully. Regularly required to stand; use hands to finger, touch or feel and reach with hands and arms. Frequently required to walk, stand, stoop, kneel, crouch, or crawl. Occasionally required to sit, climb and balance and frequently required to lift and move up to ten pounds and occasionally lift/or move up to twenty-five pounds and regularly needed to listen and interpret information received through spoken words and sentences in person and by the phone and accessed via the computer and regularly required to communicate information and ideas so others will understand both in person, on the phone, and via the computer. Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Experience

• 2 or more years of financial institution or call center-related experience; or equivalent combination of education and experience.

Education

• High School or better

Skills

• Contact Center Phone Support
• Customer Service - Assisting Others

• Contact Center Internet Services/Tech Support

Behaviors

• Thought Provoking: Capable of making others think deeply on a subject
• Loyal: Shows firm and constant support to a cause
• Team Player: Works well as a member of a group
• Leader: Inspires teammates to follow them
• Innovative: Consistently introduces new ideas and demonstrates original thinking
• Functional Expert: Considered a thought leader on a subject
• Enthusiastic: Shows intense and eager enjoyment and interest
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Financial: Inspired to perform well by monetary reimbursement
• Job Security: Inspired to perform well by the knowledge that your job is safe
• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
• Self-Starter: Inspired to perform without outside help
• Peer Recognition: Inspired to perform well by the praise of coworkers
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Goal Completion: Inspired to perform well by the completion of tasks
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
• Entrepreneurial Spirit: Inspired to perform well by an ability to drive new ventures within the business