ACCOUNTABILITY
Under the supervision of and accountable to the Call Center Supervisor.
PRIMARY RESPONSIBILITIES
- Services members by telephone.
- Provides general credit union information.
- Answers questions about credit union products and services.
- Assists members in making changes to existing accounts and resolving member issues.
- Assists members with set-up and problem resolution of electronic delivery channels.
ESSENTIAL FUNCTIONS
- The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately. The employee might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
- Employees are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties or tasks not specifically listed herein.
- All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable credit union policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from their superiors or management.
- Services members; determines the nature of the member’s business and either transacts the member’s request or refers the member to the appropriate staff member.
- Provides, by phone, routine information concerning the credit union services or policies, including but not limited to; membership eligibility, problem resolution, financial and non-financial information.
- Answers phone calls from members.
- Performs clerical duties and filing.
- Opens share certificates and CDs for members.
- Enters name and address changes into computer.
- Safeguards member data via security questions and observations.
- Resolves members’ problems.
- Researches disputed transactions.
- Must demonstrate commitment, dependability and respect for other employees with regular attendance, punctuality and adherence to agreed-upon schedule of availability.
MINIMUM QUALIFICATIONS AT ENTRY
Additional qualifications may be specified and receive preference, depending upon the nature of the position.
Education/Experience:
High school diploma or GED required.
Competencies (as demonstrated through experience, training, and/or testing):
- Knowledge of credit union policy and procedures.
- Ability to communicate clearly and concisely.
- Demonstrated knowledge of mathematical concepts including computation rates, ratios, percentages, averages and reconciliation.
- Ability to interpret instructions furnished in written, oral, diagrammatical, or schedule form.
- Ability to use personal computers and office productivity software.
- Ability to interact effectively at all levels and across diverse cultures.
- Ability to be an effective team member and handle projects responsibly.
- A cooperative, positive attitude in relations with members and other employees.
- Ability to maintain professional composure when dealing with emotional or confrontational circumstances.
- Courteous telephone manner
- Aptitude for figures and detail work.
WORKING CONDITIONS (Physical/Mental Demands)
With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions. In addition to other demands, the demands of the job could include:
Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
