Call Center Representative II

Silver State Schools Credit Union • Paradise, NV

2d • $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. The Call Center Representative II 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. This role primarily provides member services via telephone, email, text, or chat by performing transactions, answering questions, cross-selling services, opening accounts, processing loan applications, and resolving member concerns.

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
• Proficiency in Word and Excel desired

Nice To Haves

• Equivalent combination of education and experience

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.
• Perform in a high-volume/production, fast-paced Call Center environment processing new accounts and assisting members, including inbound and outbound calls to members and potential members offering products and services to enhance member engagement.
• 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 greet and interview members and potential members to determine financial needs, suggesting and explaining appropriate deposit, lending, and investment products.
• Answer questions about products and services, recommend suitable products and services, and resolve problems within authority, referring issues beyond authority to a supervisor with recommendations.
• Uncover opportunities to refer business to other lines of business partners within the credit union such as mortgage solutions, member business solutions, and investment solutions.
• Accurately complete New Account applications received via online and mobile applications, capturing member's direct deposit, gathering required documents, and following compliance and regulatory guidelines.
• Work cooperatively with the Call Center team and other departments to assist members, connecting members to appropriate staff or departments with minimal transfers.
• Process a variety of financial transactions for members including transfers and loan payments within credit union accounts, issuing checks/drafts, and other negotiable instruments.
• Identify cross-sell opportunities to enhance member relationships and provide enhanced services by maintaining expert-level knowledge of Credit Union features, benefits, products, and services, modeling a retail-type sales and service environment.
• Respond to and research member inquiries regarding account history, loan amortization, access to services, resolving account discrepancies, balancing and reconciling, card and account disputes, adding or reducing service features, assisting members in making 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.
• Perform 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 (e.g., Average Handle Time, Abandon Call Ratios, Average Hold Time, and Percentage of Connected Calls), including new account cross-sell ratio goals and referrals.
• Demonstrate competence and confidence 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.
• Maintain a cooperative and positive attitude toward members, potential members, and the credit union team.
• Maintain a professional appearance and demeanor.
• Adhere to 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.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED