Call Center Representative-Credit Union

Resound Credit Union•Nashville, TN

5d•Onsite

About The Position

Resound Credit Union is seeking a full-time Call Center Representative at its Nashville location. The role provides members with cordial, professional telephone support, answering account, product, and service inquiries and addressing questions, problems, and concerns. The representative promotes credit union products and services, completes financial transactions, conducts loan interviews, and accepts loan applications confidentially and in compliance with applicable regulations. The position requires maintaining detailed knowledge of credit union products, rates, fees, promotions, procedures, and security policies. Work is primarily performed seated at a desk using a telephone headset and personal computer. The position involves extensive member contact, accurate processing, independent judgment, and the stamina to manage periods of high stress. Resound Credit Union describes itself as a not-for-profit institution serving more than 50,000 members through seven locations around Nashville.

Requirements

High school diploma or GED.
Personal computer experience.
A caring, friendly, sincere, people-oriented personality.
Pleasant telephone manners and a clear speaking voice.
Ability to communicate professionally and cooperate with coworkers, members, and business associates.
Ability to work as a team player and demonstrate company loyalty, a positive attitude, and dependability.
Good independent judgment, initiative, and problem-solving skills; work is performed with minimal supervision.
Accuracy, self-monitoring, and personal follow-up to ensure member needs and requests are handled promptly.
Ability to perform essential duties seated at a desk using a telephone headset for extended periods, with manual dexterity and accurate visual observation.
Excellent verbal and audio communication skills.
Physical and mental stamina to withstand periods of high stress.

Nice To Haves

College or other post-secondary education.
Specialized financial services training.
At least three years of financial institution experience in Teller/Universal Associate or customer service-related work, with extensive public contact.
Loan processing experience.

Responsibilities

Provide a professional, friendly telephone environment for members and answer account, product, and service inquiries.
Process financial transactions, including wire transfers, cash advances, loan payments, payment authorizations, ACH authorizations, and stop payments.
Verify members’ identities before disclosing account information or completing transactions.
Review online memberships; conduct telephone loan interviews; and complete loan applications.
Provide information on auto, boat, and recreational vehicle values.
Maintain knowledge of credit union fees, rates, products, promotions, and procedures.
Post member transactions and use computer software to access member information and provide services.
Prepare teller checks and loan add-on advances.
Cross-sell Resound products and services and use sales and service skills to retain accounts where possible.
Close accounts upon written request by mail.
Answer email requests and research accounts using available programs and communication with other departments.
Resolve member complaints within the representative’s authority.
Comply with applicable laws and regulations, including Reg B, Reg E, Reg Z, Reg CC, Reg DD, and the Fair Credit Reporting Act.
Assist with training new Call Center employees.
Process daily reports, including online check disbursements and bill pay maintenance requests.
Follow security policies, procedures, and other credit union policies; maintain confidentiality of member information.
Process contact information changes and other member requests, and process returned mail according to procedure.
Provide backup for the ITM Associate.
Perform other duties as requested.