Call Center Specialist

Cpcu/Sfcu•Norwich, CT

2d•Hybrid

About The Position

The Call Center Specialist position requires an outgoing and enthusiastic professional interested in building upon new and existing member relationships in a proactive, fast paced, retail sales environment in the Credit Unions retail branches and call center. This position is responsible for processing a variety of member teller transactions while also responding to member requests via telephone and the Credit Union’s e-services platforms. Additionally, the Call Center Specialist will assist in opening new memberships and accepting loan applications for new and existing members.

Requirements

High school diploma or equivalent.
One year related Call Center and financial services experience and/or training preferred.
Intermediate knowledge of various technical platforms including Microsoft office (excel, word etc.) with a basic knowledge of Microsoft windows.
Ability to work well on teams and independently while keeping internal and external service top of mind.
Ability to interpret a variety of instructions furnished in written, oral or schedule form.
Excellent communication skills.
Knowledgeable and proficient in the use of computers and computer software such as; Microsoft Office (Word, Excel).
Possess a strong sales and service mentality, desire to succeed, and good organizational/interpersonal skills with a strong member focus.
Demonstrates a strong working knowledge of Credit Union products and services as well as policies and procedures.
Reliable means of transportation.

Responsibilities

Assists members and potential members with their requests in person or by telephone.
Answers questions about products and services the Credit Union offers while also resolving problems.
Identifies cross-sell opportunities and cross-sells products and services to members in person and through the telephone.
Responsible for meeting sales goals and expanding the member relationship.
Performs all teller functions, such as processing deposits, withdrawals, payments, transfers, selling money orders, maintaining cash drawer, and accurate knowledge of cash advances.
Monitor and respond to online banking inquiries and text messaging.
Prepare e-sign packages and assist members in the proper completion and electronic signing of documents.
Accept loan applications in person and over the phone.
Explains a variety of lending options and products to members in a professional and courteous manner.
Obtain and analyze credit bureau reports, verify information, calculate debt ratios and submit loan applications in the Credit Union’s Loanwriter software.
Travels among all Credit Union branch locations and the Call Center to provide support during staffing shortages.
Demonstrates a strong working knowledge of Credit Union products and services and is responsible for meeting or surpassing individual sales goals
Educate members on online banking and bill pay services.
Performs other related duties upon request.