Call Center Rep II

Excite Credit Union•Wilmington, NC

About The Position

The Service Center Representative provides a broad range of Credit Union services to members and non-members via incoming telephone calls, email and secure online banking messages. Provides guidance and troubleshooting of Credit Union electronic services. Assists financial center and other department team members with general information and research as well as miscellaneous duties as needed. Reasonable accommodations may be made to enable individuals with disabilities. Key Performance Expectations: Responsible for being knowledgeable of, and ensuring that Service Standards, as defined and established by the credit union, are actively pursued and routinely achieved in the day-to-day performance of job duties. Actively supports the Purpose, Values and Strategic Plan of Excite Credit Union Contributes to the overall success of the department through exceptional member service and sales. Assists members and non-members with a variety of requests including account transactions, balance information, problem resolution, policy and procedure questions, and the building of account relationships through the introduction of additional products and services. Responsible for maintaining the department’s expectation for daily Logged On Time in an effort to maintain a high level of availability which results in acceptable Service Level and Abandoned Rate statistics for the department. Responsible for remaining current on all promotional campaigns, department/credit union policies and procedures for processing telephone transactions. Responsible for achieving the department’s monthly thresholds for individual cross-selling performance. Responsible for accurate and efficient phone usage (holds, conferencing, transfers) and exercising sound judgment when department is experiencing high call volume. Performs a variety of other teller functions on a daily basis between incoming phone calls. Establishes and maintains ongoing professional relationships with staff and management. Communicates thoughts and ideas to others in a manner that is respectful and that fosters a productive and supportive environment. Demonstrates the highest commitment to exceptional internal and external member service. Takes responsibility for individual career development and training and seeks opportunities to learn new skills by attending training classes to further enhance job knowledge and leadership abilities in order to provide an increased level of service to our members. Ensures that the Service Center is open and ready to conduct business each business day as well as ensures that office/building opening and closing procedures are followed as necessary. Actively participates in team meetings. Perform other duties, as assigned

Requirements

2 years customer service experience with a financial institution
2 years demonstrated success in the sales of financial products and services
Strong technical acumen
Demonstrated ability to be fiscally responsible

Responsibilities

Provides a broad range of Credit Union services to members and non-members via incoming telephone calls, email and secure online banking messages.
Provides guidance and troubleshooting of Credit Union electronic services.
Assists financial center and other department team members with general information and research as well as miscellaneous duties as needed.
Responsible for being knowledgeable of, and ensuring that Service Standards, as defined and established by the credit union, are actively pursued and routinely achieved in the day-to-day performance of job duties.
Actively supports the Purpose, Values and Strategic Plan of Excite Credit Union
Contributes to the overall success of the department through exceptional member service and sales.
Assists members and non-members with a variety of requests including account transactions, balance information, problem resolution, policy and procedure questions, and the building of account relationships through the introduction of additional products and services.
Responsible for maintaining the department’s expectation for daily Logged On Time in an effort to maintain a high level of availability which results in acceptable Service Level and Abandoned Rate statistics for the department.
Responsible for remaining current on all promotional campaigns, department/credit union policies and procedures for processing telephone transactions.
Responsible for achieving the department’s monthly thresholds for individual cross-selling performance.
Responsible for accurate and efficient phone usage (holds, conferencing, transfers) and exercising sound judgment when department is experiencing high call volume.
Performs a variety of other teller functions on a daily basis between incoming phone calls.
Establishes and maintains ongoing professional relationships with staff and management.
Communicates thoughts and ideas to others in a manner that is respectful and that fosters a productive and supportive environment.
Demonstrates the highest commitment to exceptional internal and external member service.
Takes responsibility for individual career development and training and seeks opportunities to learn new skills by attending training classes to further enhance job knowledge and leadership abilities in order to provide an increased level of service to our members.
Ensures that the Service Center is open and ready to conduct business each business day as well as ensures that office/building opening and closing procedures are followed as necessary.
Actively participates in team meetings.
Perform other duties, as assigned