Call Center Representative - Bensalem, PA

Police & Fire Federal Credit Union • Bensalem Township, PA

6d • $0 - $20 • Onsite

About The Position

The Call Center Representative delivers exceptional member service by telephone, maintaining existing member relationships and developing new ones. The role uses product knowledge and cross-selling skills to support the Credit Union’s sales and marketing goals. Representatives assist members with financial transactions and account needs, promote products and services, support loan growth, and meet departmental sales and service goals. The position is based in Bensalem, Pennsylvania.

Requirements

• Knowledge and understanding of Credit Union products and services.
• Ability to cross-sell products and services.
• Well-developed verbal communication and human relations skills.
• Ability to use a personal computer, enter information via keyboard, and access information from a computer screen.
• Experience required; the posting does not specify a minimum number of years.

Responsibilities

• Assist members by telephone with financial transactions and needs, including transfers, account information, related transactions, and loan applications.
• Cross-sell Credit Union products and services to existing members by recognizing opportunities and applying product knowledge.
• Develop relationships with prospective members who call to inquire about Credit Union membership.
• Learn and use the Member Connect process and its five-step framework during every member call.
• Provide accurate account information and efficiently complete account transactions while limiting errors.
• Answer the daily volume of calls needed to support departmental service goals.
• Promote and sell loan products identified through a cross-sell screen to support loan growth goals.
• Achieve established sales and non-sales departmental goals.
• Demonstrate member focus, product knowledge, interest, and a pleasant, professional tone of voice.
• Handle member calls completely and efficiently whenever possible, without transferring them to other departments or employees.
• Help members resolve account discrepancies and escalate issues to supervisors only when necessary.
• Forward member feedback to a supervisor or manager so issues can be addressed.
• Achieve Product Knowledge and Cross Sales certification within six months of assuming the position.
• Support PFFCU’s corporate values of member service, teamwork, commitment, and performance.

Benefits

• Medical, dental, and vision benefits, with PFFCU covering 75% to 90% of premiums.
• PFFCU contributes an automatic 6% to the 401(k), regardless of employee contribution, after one year.
• Paid time off.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed