Call Center Representative (Member Relationship Specialist)
Closing Date: Jan. 31, 2018
Credit Union of the Rockies
Golden - Jefferson County
PTO, Health, Dental, Vision, 401K, Life, STD, LTD
Credit Union of the Rockies is seeking an energetic team member to join our credit union! As an MRS, you help create the energy and excitement around credit union products, providing the right solutions and getting products into membersí hands. You understand that Credit Union of the Rockies is dedicated to delivering an exceptional member experience that's unlike any other. It starts with you discovering membersí needs. And with the support of your team members, you match those needs with the right products. Every day is an opportunity for you to turn another credit union visitor into a loyal credit union member.
Responsible for providing enthusiastic, professional and quality consultative service, support and sales to Credit Union of the Rockies members via the Contact Center. Receive incoming calls and process various inquiries and transactions as directed by properly identified members. Provide either direct support services to members; or connects them with appropriate team members who can provide them with specific assistance they need. To determine membersí immediate and unperceived needs by actively promoting, advocating and delivering products, services and promotional offers as well as convenience services
As an MRS, you're highly skilled at uncovering membersí needs, then following through with effective solutions. Responsible for prompt and accurate processing of member requests via phone, electronic mail and/or personal mail following proper policy and procedures. Contacts members by telephone, electronic mail and/or personal mail to resolve member issues and concerns. Process a variety of financial transactions that may be conducted via phone or electronic means; including the opening and closing of additional share accounts, IRAs, issuing checks, transfers, loan payments, issuance of certificates, drafts and other negotiable instruments, fraud notification, and processing wires. Maintains satisfactory CU established abandoned call and agent availability percentages.
Educate, encourage and sell members on the use of alternative delivery channels, including ATMs, kiosks, on-line banking, bill payment, RDC, Shared Branching and automated telephone services. Supports Credit Union of the Rockies, Mission, Vision, Strategic Goals and Objectives.
Research member concerns, complaints and problems related to their account(s) and handle within established service standard time frames. Serves as internal department auditor for new accounts, address changes and other account maintenance transactions. Respond to routine member inquiries regarding the operation of accounts, access to services, account discrepancies, balancing and reconciling, card/check ordering, adding or reducing service features and assisting members to make the most effective use of Credit Union products and services. Proactively promotes, advocates, and delivers Credit Union of the Rockies products and services. Will possess general knowledge of new account procedures as well as other account offerings in order to be able to make service and loan product related referrals. Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Create and maintain a clean, neat, pleasant work environment by maintaining a professional appearance (i.e. dress, posture, attitude, etc.) positive outlook and behavior towards internal and external members.
* Education: High School Diploma or General Education Degree (GED).
* Experience: Up to six months of similar or related experience including time spent in preparatory positions.
* Knowledge, Skills and Abilities:
Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters, for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.
Strong people skills: You're approachable, a good listener, and empathetic. You have the ability to deliver great member experiences in any environment and to be invigorated by constant personal interaction.
Strong communication skills that let you converse as freely and comfortably with small groups as with individual members.
Reasoning ability: Ability to apply common sense understanding to carry out detailed written or oral instructions.
Computer system concepts and methods: Data entry retrieval and inquiry using Windows in a network environment. Strong interest in technology, particularly Microsoft products, and agility at learning new products and features.
You're passionate about credit unions and eager to share that passion with others. You're willing to learn and embrace the guidelines behind Credit Union of the Rockies unique style of service.
Basic knowledge of filing systems and the operation of common office equipment including computers, keyboards, telephones, copiers, facsimiles, and calculators.
Must be able to routinely stand and perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off-site whenever required or requested by management.
Must be capable of regular, reliable and timely attendance.
* ADA Requirements, Physical Requirements and Working Conditions:
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
Must be capable of climbing/descending stairs in emergency situation.
Must be able to operate common office equipment including computer, telephone, copier, facsimile, and calculator.
Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
Must be able to work extended hours whenever required or requested by management.
Must be able to routinely perform work indoors in climate-controlled, shared work area with minimal noise.
Employees are regularly required to adjust focus and use close, color and peripheral vision.
* Mental and/or Emotional Requirements:
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
Must be able to read and carry out various written instructions and follow oral instructions.
Must be able to complete basic mathematical calculations and spell accurately.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate the highest levels of customer service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the stress of deadlines and maintain requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising the highest level of discretion and confidentiality for both internal and external confidential matters.