Call Center Rep

Houston Police Credit Union • Houston, TX

2d • Onsite

About The Position

Receive incoming calls and determine the products, services or resources that the caller requires (or could benefit from), then provide direct support services to customers; or, connect them with the staff representative in the appropriate department who can provide them the specific assistance they need; thereby creating a positive interaction with the customer.

Requirements

• Six months to two years of similar or related experience, including time spent in preparatory positions.
• A high school degree or GED is required.
• Courtesy, tact, and diplomacy are essential elements of the job.
• Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control Requirements.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Responsibilities

• Answer incoming calls, determine the needs of the caller and verify the caller’s identity, minimizing the caller’s time and effort in resolving their concern.
• Identify products/services that might be beneficial to customers and provides information about their value and benefit.
• Perform teller functions for customers (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions, reissue and reset pin numbers, process loan or credit card payments, etc.) to assure customer’s needs are addressed in a polite and friendly manner.
• Cross-sell Virtual Branch and bill pay services and assist customers in setting up Virtual Branch enrollment and understanding the e-statement process.
• Monitor and process loan payoff information and provide this communication to dealerships and insurance companies in an accurate and timely manner.
• Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling customer requests and merchant verifications.
• Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control Requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees