Call Center Representative

Role:

Our Call Center Representatives service membership by providing service and information in a professional and efficient manner via telephone and/or written correspondences via digital or mail communication. Researching and solve more complex member questions, problems, and complaints concerning credit union accounts.

Call Center continuously check member service voice mail, email, chat, and direct mail. Ensuring to respond to requests accordingly per procedures.

Open/close accounts, verify accounts, accept loan applications, process stop payments on share draft accounts, order cards, and answer questions regarding share accounts, share drafts, VISA cards, ATM cards, IRAs, etc.

Assist members with basic questions regarding their loans or deposit products, processing general teller transactions located via General Procedure Manual and/or Teller Manual. Including, processing transaction disputes or other related transactions.

Mail, fax, or e-mail new member applications, loan applications, and/or information to members and prospective members. Contact members via phone with new campaigns or important member information. 

Accountable for researching member inquiries to ensure proper follow up and satisfaction. Including but not limited to external call center escalations.

May fill in for the member service, teller, or receptionist positions when needed. Additionally, assisting in support departments if/when necessary, including but not limited to, Student Branches, Operations, Accounting, Mortgage, Loan Department, and etc. 

Cross-sell credit union products and services.