Call Center Representative II

Job Type
Full-time
Description
Call Center Representative
Regular Fulltime - Hourly, Non-Exempt
Hourly Wage DOE: $22.00-$25.00/Hour
SUMMARY
The Call Center Representative is responsible for greeting members over the phone, determines potential needs, carries out financial transactions, and provides opportunities to improve Member's financial lives by suggesting appropriate products and services. Provides competent, courteous and concerned service to all external and internal members. Promotes a positive work environment in which member expectations are exceeded, teamwork is strengthened and personal growth of staff members is encouraged. Provide superior member service to members and co-workers by displaying CU's core values during all interactions.
ESSENTIAL DUTIES AND RESPONSIBILITIES

• Practices active listening skills and responds quickly to all member inquiries and requests.
• Provides assistance to members by answering phone calls while adhering to Alta Vista's Telephone service standards. Responds quickly to all member inquiries and requests by providing general information, cross selling products and services, and routing members to appropriate departments when needed.
• Prepares and compiles application and new member information to open new accounts when needed over the phone. Opens new member accounts, verifies eligibility, and uses available technology to combat fraudulent activity.
• Has in depth understanding of IRA accounts and how to properly navigate and use IRA Direct. Is able to competently answer most member and co-workers' questions about IRA's and their regulations.
• Displays a superior knowledge of all credit union products and services and identifies appropriate cross sell situations in which to offers such financial products and services. Uses appropriate methods and tools to evaluate un-met and unrecognized needs of members and potential members Consistently meets or exceeds sales goals set forth by the Call Center Supervisor.
• Learns and maintains basic knowledge of Alta Vista's convenience and technology tools and is able to troubleshoot products such as: Bill Pay, Internet24, Audio24, Card Wizard, Main Street, online payment platforms, and online application services.
• Accepts, interviews, submits and follows up on loans in progress and contacts member for additional information in a timely manner. Maintains queue activity and expires loans as required by the Alta Vista Lending Policy.
• Provides ongoing relationship servicing with current members to maintain goodwill and gain additional business. Informs and advises members of status or enhancements to current account productivity. Makes outbound calls to ensure total member satisfaction and/or to inform members of special promotions, offers, etc.
• Completes yearly regulatory requirement training and notifies Training department of classes completed. Understands regulatory requirements and can demonstrate satisfactory knowledge of these laws and regulations and how they affect the job.
• Keeps abreast of current Marketing promotions and actively participates in meeting goals of each promotion.
• Coordinates and assists back office personnel in resolving credit problems, delinquent payment issues, and other related affairs.
• Adheres to CU's Personnel Manual guidelines and HR policies.
• Consistently displays excellence in Member service and maintains a strong desire to provide opportunities to improve members' financial lives by providing beneficial, convenient, accurate and courteous service to members and co-workers alike.
• Takes individual responsibility for preserving the image of CU by maintaining a superior appearance of professionalism, cleanliness and organization.
• Provides additional support for the branch as requested.

Requirements
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.

• Education/Experience: LEVEL I - High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. LEVEL II must have at least two years related experience in a financial institution, within the function or department being hired.
• Excellent interpersonal skills with members and co-workers which focuses on a positivity and enthusiasm.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before members or employees.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Salary Description
Hourly Wage DOE: $22.00-$25.00/Hour