Phone Center Representative I at undefined
undefined · Sacramento, United States Of America · Onsite
- Junior
- Office in Sacramento
POSITION TITLE: | Phone Center Representative I |
REPORTS TO: | Phone Center/University Branch Manager |
JOB GRADE: | N6 |
PAY RANGE:
| $20.00/hour - $29.27/hour, Non-Exempt Dependent on experience |
Position Summary
Demonstrate a high level of member service by supporting multiple contact channels, primarily via telephone. Under general supervision of the Phone Center/University Branch Manager, and in conformance with established policies and regulations, match credit union products and services to member needs.
Duties and Responsibilities
Phone Center:
- Assist members over the telephone by processing transactions and providing information on Credit Union products and services
- Help resolve member questions and account issues through research and follow up
- Advocate for our members and be willing to escalate calls or solicit help when needed
- Deliver excellent member service in an efficient and professional manner
- Maintain confidentiality of member and credit union records
- Recognize red flags and inconsistencies during member interactions
- Demonstrate empathy on each member engagement
- Meet individual goals while contributing to Contact Center objectives
- Understands and follows the CU’s BSA-AML compliance program including but not limited to:
- Filing Currency Transaction Reports
- Filing Suspicious Activity Reports
- Conducting OFAC checks in accordance with the CU’s OFAC screening procedures
- Perform member transactions with a high level of accuracy
- Process mail deposits/payments, account closure requests, and perform account maintenance such as address changes, ordering ATM/debit cards, check orders, etc.
- Perform job functions of University Branch Member Service Representative, as needed
- Performs other duties as assigned
- Helps with branch’s assigned collateral duties
Additional Responsibilities:
- When needed, perform Member Service Representative job functions at University Branch including, teller transactions, loan fundings, account maintenance, vault and ATM balancing, and member follow up
