Call Center Lender

ORNL Federal Credit Union • Oak Ridge, TN

16d

About The Position

The Call Center Lender is responsible for assisting members and potential members with their telephone, chat and/or email requests. Explains services, responds to problems, offers additional products/services, and directs calls to the appropriate recipient. Takes escalated calls and provides support for more complex member issues to support the member experience and support first call resolution.

Requirements

• One or more years of customer service related experience required.
• One or more years of call center experience is required.
• Strong computer skills and ability to respond quickly and accurately to member communications.
• Troubleshoots equipment issues related to keyboard, headset, and software connectivity.
• Demonstrates appropriate professional communication skills.
• Proficient in chat, text, and email functionality.

Nice To Haves

• Associate’s degree preferred or an equivalent combination of education, training, work experience, or military experience is required.

Responsibilities

• Assists members and potential members with inquiries by providing accurate, courteous, timely and professional phone, chat and/or email service.
• Answers questions about products and services, and processes member transactions.
• Directs requests to the appropriate recipient.
• Troubleshoots and resolves member issues independently.
• Takes escalated calls that require additional review and research.
• Directs escalated issues to the next level of authority.
• Reviews account status and provides appropriate overrides and account review to complete service interactions.
• Provides recommendations to management to support efficiency and improved member service based on escalated issues, and trends in chat/email/text communications.
• Maintains security and compliance for member confidentiality.
• Follows member authentication procedures, ensuring information is not exchanged via any channel without the appropriate level of validation.
• Immediately escalates suspicious calls and/or circumstances to management.
• Responsible for entering outgoing member wire requests into the wire module and performing the associated member verification.
• Reviews, works, and disseminates service events as appropriate.
• Interviews members and assists with loan inquiries and processing/closing loans.
• Follows up with members on pending and countered loans.
• Identifies and follows through on cross sell opportunities.
• Obtains appropriate documentation and signatures on all new accounts, loans and other member-related services.
• Engages the Call Center team and actively participates in team/Credit Union activities, meetings, and training.
• Performs other job related duties as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree