Call Center Representative II

Silver State Schools Credit Union•Paradise, NV

7d•$24 - $26•Onsite

About The Position

The primary purpose of this position is to assist Silver State Schools Credit Union to live out its Mission, "Excellent Member Service and Financial Solutions - For Life," by providing outstanding service to both members and internal members. A key component of this service is to identify member needs and provide appropriate credit union product solutions. This role is responsible for building relationships with credit union members, presenting credit union products and services that match member needs, and assisting members in resolving account and/or loan-related problems. The Call Center Representative II primarily provides member services via telephone, email, text, or chat by performing transactions on members' accounts, answering questions, cross-selling credit union services, opening accounts, processing loan applications, and resolving member concerns. The position contributes to the development and refinement of the credit union's member growth and strategy in a team environment dedicated to exceptional member service. It requires the ability to perform in a high-volume/production, fast-paced Call Center environment, processing new accounts and assisting members through inbound and outbound calls. The role also involves organizing and prioritizing work to ensure timely and accurate new account openings, processing requests, and resolving member issues. The representative will professionally greet and interview members, suggest and explain appropriate deposit, lending, and investment products, and resolve problems within their authority, referring complex issues to a supervisor. They will uncover opportunities to refer business to other lines of business partners and accurately complete new account applications. The role requires working cooperatively with the Call Center team and other departments, processing financial transactions, identifying cross-sell opportunities, and responding to member inquiries regarding account history, loans, and services. The representative must be competent and confident in a sales environment, adhere to credit union policies and procedures, and maintain a professional appearance and demeanor.

Requirements

High School diploma or GED
two-five years related experience and/or training
Thorough knowledge of credit union's computer systems for performing basic input/output tasks including Word and Excel desired.

Nice To Haves

Thorough knowledge of credit union's computer systems for performing basic input/output tasks including Word and Excel

Responsibilities

Contribute to the development and refinement of the credit union's member growth and strategy working in a team environment dedicated to exceptional member service.
Ability to perform in a high-volume/production, fast-paced Call Center environment processing new accounts and assisting members. This includes inbound and outbound calls to members and potential members offering products and services to enhance the member engagement.
Ability to organize and prioritize work in a high volume and fast paced environment to ensure timely and accurate new account openings, processing of all requests, and resolving member questions, concerns, or issues.
Professionally greets and interviews members and potential members to determine financial needs. Suggests and explains appropriate deposit, lending, and investment products.
Answers questions about products and services and recommends suitable products and services as well as suitable insurance products and ancillary products; resolves problems that are within their authority; refers problems that are beyond their authority to their supervisor, along with their recommendations.
Uncovers opportunities to refer business to other lines of business partners within the credit union such as mortgage solutions, member business solutions, and investment solutions.
Responsible for accurately completing New Account applications received via online and mobile applications. Capturing member's direct deposit, gathering all required documents, properly following compliance, and regulatory guidelines.
Work cooperatively with Call Center team as well as other departments to assist members and connects members to appropriate staff member or department when needed with minimum transfers.
Processes a variety of financial transactions for members including processing transfers and loan payments within credit union accounts, issuing checks/drafts, and other negotiable instruments.
Identify cross-sell opportunities to enhance relationship with member and provide enhanced services to members by maintaining expert level of knowledge of Credit Union features and benefits, products, and services. This position models a retail type sales and service environment.
Responds and researches member inquiries regarding account history including loan amortization, access to services, resolving account discrepancies, balancing and reconciling, card and account disputes, adding or reducing service features on various accounts, assisting members to make the most effective use of automated services and explaining loan decisions.
Effectively explain the features and benefits of credit union electronic services and payments including debit and credit cards, eVoice, SilverConnect, online and mobile banking (consumer and business) including bill payment, mobile app functions, POPmoney (P2P), Card Controls, Positive Pay, online wires, direct deposit, ACH and payroll deduction.
Be familiar with Loans PQ, and able to review and communicate credit application decisions for consumer loans.
Take ownership of all member requests, with minimal need to refer to another department within the Credit Union.
Performs clerical duties such as photocopying, faxing, processing incoming and outgoing mail, filing and notary services.
May perform Senior Call Center Representative duties as required in their absence.
May assist in training new Call Center Representatives in all financial service transactions and Call Center procedures.
Meet and/or exceed all assigned call center goals (i.e. Average Handle Time, Abandon Call Ratios, Average Hold Time, and Percentage of Connected Calls. This includes all new account cross sell ratio goals and referrals.
Competent and confident in the sales environment.
Meet or exceed minimum expectations and referral goals as assigned.
Follow established credit union policies and procedures, government rules and regulations, and security guidelines.
Cooperative and positive attitude toward members, potential members, and credit union team.
Maintain a professional appearance and demeanor.
Adhere and promote the credit union's core values (SMART Pro).
Perform all required functions with accuracy, efficiency, dependability and within the Credit Union's standard of conduct.
Performs other duties as assigned.