Call Center Representative
Apply Here Job Description :
Role: To assist members and potential members with their telephone requests explains services, responds to problems, and directs phone calls to the appropriate area.
Essential Functions & Responsibilities
- Assists members and potential members with their telephone requests answers questions about products and services and resolves problems that are within their authority refers problems that are beyond their authority to their supervisor, along with their recommendations.
- Assists members and employees with all electronic services including mobile banking, remote deposit capture, home banking, online accounts and web loan payments.
- Takes credit applications received by phone and forwards the application to a Loan Specialist for processing.
- Takes credit applications received by phone and forwards the application to a Loan Specialist for processing.
- Identifies cross-sell opportunities and cross-sells services to members.
- Ensures the appropriate records are maintained and required reports are prepared.
- Provides check and deposit verification for merchants.
- Performs other job-related duties required or assigned.
Performance Measurements
- Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
- Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
- Successfully resolve member issues with limited transfers.
- Process member transactions with zero unresolved errors.
- Successfully recommend a new product or service to qualified members.
- Contribute to overall Call Center Quality Loop score of 6.7 or higher.
Knowledge and Skills
Experience – One year to three years of similar or related experience.
Education – A high school education or GED.
Interpersonal Skills – Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills – Good listening and telephone skills able to operate a 10-key calculator, and computer keyboard able to make decisions with minimum information.
Physical Requirements – Light lifting required.
Behaviors
Preferred- Enthusiastic: Shows intense and eager enjoyment and interest
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Dedicated: Devoted to a task or purpose with loyalty or integrity
Motivations
Preferred- Self-Starter: Inspired to perform without outside help
- Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
