Call Center Representative

First Financial Federal Credit Union•Howell Township, NJ

9h•$19 - $20•Onsite

About The Position

General Summary: 100% IN OFFICE POSITION This position will be the liaison between First Financial and its current and potential members carried out via telephone and chat rather than in person. This position requires a pleasant, professional, outgoing, friendly attitude and confident manner. The ability to accept ownership for effectively resolving member issues, complaints and inquiries keeping member satisfaction at the core of every decision and behavior.

Requirements

Superior customer service and excellent listening skills
Strong work ethic and self-starter able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
Ability to multi-task – answer calls and respond to internet messages
Requires full knowledge of credit union products and services preferred
High level of interpersonal skills
Good reasoning ability/problem solving skills
Solid math skills - able to compute rate, ratio, and percentages
Team oriented - contributes to building a positive team spirit.
Speaks clearly and has strong phone and verbal communication skills along with active listening
Good computer skills – able to learn new programs/systems
HS/GED and 2 yrs related experience in banking preferred but will consider call center experience in other fields of business.
Must be available to work Saturday's

Responsibilities

Comply and follow all Credit Union compliance regulations.
Handle large volume of inbound and outbound calls in a timely manner and transfer sale leads to the appropriate staff member for assistance.
Answer inquiries by clarifying desired information; researching, locating and providing information.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems to management.
Evaluate needs of members and offer appropriate financial products and services.
Seize the opportunity to sell additional services to our members by recognizing the member’s needs for a product and explaining the features.
The ability to ask probing questions, understands concerns, and overcome objections.
Basic research of accounts to resolve any discrepancies.
Assist members in setting-up distributions of payroll and direct deposit via the mail.
Maintain the Credit Unions database by updating all member information
Assist members with any technical issues that they may experience with online banking, Debit/ATM and to escalate the issue to the appropriate department.
Keeps Equipment operational by following established procedures (reporting malfunctions).
Process all mail.
Updates job knowledge by participating in educational opportunities
Enhances organizational reputation by accepting ownership for accomplishing new and different requests.
Perform all other job duties as assigned.