Call Center Representative at Alta Vista Credit Union

Description

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.

Requirements

• 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. 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 Manager.
• Learns and maintains basic knowledge of Alta Vista’s convenience and technology tools and is able to troubleshoot products such as: Bill Pay, Online Banking, Audio24, Card Wizard, check ordering, Zelle, 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.
• 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. 
• May 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.
• Takes individual responsibility for preserving the image of CU by maintaining a superior appearance of professionalism, cleanliness and organization.