Call Center Representative

APL Credit Union•North Laurel, MD

15d•$17 - $25•Onsite

About The Position

In accordance with prescribed methods and operating policies and established practice, provides a variety of member service functions including presenting and explaining Credit Union products and services to prospective and current members, assisting them in utilizing these products and services and assists members in resolving account related problems. Requires multi-tasking skills, a high level of customer service and the ability to communicate effectively with prospective and current members to represent the Credit Union in a positive and professional manner.

Requirements

High school diploma or GED.
Must be able to secure and maintain a Resident Producer Individual (RPI) License and Notary Public License.
3 year of related experience in a customer/members service environment.

Nice To Haves

Call Center experience is a plus

Responsibilities

Accepts and completes consumer loan applications from all points of entry, including telephone, internet, face-to-face, and by mail, and submits those applications for decision.
Accepts, researches and assists with the resolution of member inquiries received by telephone, e-mail, staff members, or any other source. Resolution requires the ability to document issues, prepare concise correspondence, and to communicate clearly and effectively.
Ability to process a needs assessment of all members so as to introduce and explain available Credit Union products and services to members and potential members.
Strong capability to identify members using Credit Union guidelines to protect members’ identity and the Credit Union from loss and / or fraud.
Support the additional functions with respect to lending and deposit services including, but not limited to: Membership verification, Certificate of deposit, regular share and IRA share, renewal processing, Deceased member account processing, Share draft copy request processing and delivery, Share draft/ ACH stop payment processing, Share draft reorders and arrangement for delivery, Processing coupon orders, Online banking and bill payment enrollment and administration, Address changes and member profile maintenance, Processing of internal and external deposit and loan verifications, Processing of out of state loans, Calling members with loan approvals and conditions of loan.
Support all Credit Union departments by assisting members with issues regarding: Visa accounts, Visa Check Card accounts, ACH processing, Individual Retirement Accounts, Internet Account Access, ATM transactions, Statement interpretation, review, and analysis, Review and analyze credit report to offer additional products and services, Payment methodology and payroll allocation issues.
Acts as MSR, MSA and / or Teller as needed and on Saturdays as scheduled.
Processing basic, non-cash financial transactions for members including closing of accounts, issuing checks, transfers, transfer payments, fees and fee refunds with Manager’s approval.
Performs such other member service functions that might be needed from time to time, and assists others to complete tasks and work assignments.
Train new hires and current co-workers on new and existing policies and procedures.
Maintain information security.