COMMUNICATION CENTER SPECIALIST (Closing Shift - Traverse City - Admin Center)

4Front Credit Union•Traverse City, MI

11d•$18 - $22•Onsite

About The Position

This position is not eligible for immigration sponsorship. This role is not eligible for remote work. Closing shift: 10:45 am-7:15 pm non-Saturday, 10 am-7:15 pm Saturday week, Saturday 8:45 am-2:15 pm POSITION TITLE: Communication Center Specialist I DEPARTMENT: Communication Center CLASSIFICATION: Non-Exempt APPROVED BY: CEO WAGE GRADE: 6 WAGE RANGE: $17.81 - $22.27 REPORTING RELATIONSHIPS POSITION REPORTS TO: Communication Center Assistant Manager II/III POSITIONS SUPERVISED: None ESSENTIAL FUNCTIONS AND BASIC DUTIES Assumes responsibility for the effective and professional completion of Communication Center Specialist functions. Handles member questions and complaints received through remote service channels in a timely and professional manner. Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Lead Communication Center Specialist. Actively cross sells Credit Union products and services. Completes maintenance on accounts. Coordinates the completion of forms for dispute, wires, accounts and applications. Maintains and projects the Credit Union’s professional reputation. Assumes responsibility for creating a positive member experience and deepening member relationships. Provides outstanding service to members when assisting them. Relates to and connects with members to instill confidence and gain their trust. Identify member’s initial needs and additional needs by asking the right questions. Offer the right solutions, including additional products and services, in order to ensure member satisfaction. Attends and participates in meetings as required. Assumes responsibility for related duties as required or assigned. Assists other departments as necessary. Ensures work areas and equipment are clean and well maintained. Performs procedures for opening and closing of operations, including alarm, and door duties. Performs related clerical and lending functions as required. Comply with the U.S. Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures. Comply with the Gramm-Leach Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, Systems and locations. PERFORMANCE MEASUREMENTS Communication Center Specialist functions are efficiently, effectively and accurately performed in accordance with established policies, standards, and security procedures. Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved. Accurate and complete information about Credit Union products and services is provided to members. Good working relationships and coordination exist with area personnel and with management. Management is appropriately informed of area activities. The Credit Union’s professional reputation is maintained and conveyed. Quality scores, referral totals, and member satisfaction scores meet expectations and reflect effort to create a positive member experience.

Requirements

High school graduate or equivalent.
General knowledge of Credit Union policies and procedures
Understanding of Credit Union philosophy.
General knowledge of Credit Union products and services
Minimum of one year in customer service preferred.
Excellent communication and public relation skills.
Professional appearance, dress, and attitude.
Ability to operate related computer software, telephone and business equipment.
Especially where one must frequently convey detailed or important instructions or ideas accurately, or quickly.
Able to hear average or normal conversations and receive ordinary information.
Movements frequently and regularly required using the wrists, hands, and/or fingers.
Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
Sitting and standing.
Ability to deal with a variety of variables under only limited standardization. Able to interpret various instructions.
Ability to perform basic math skills, use decimals to compute ratios and percentages.
Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary.

Responsibilities

Assumes responsibility for the effective and professional completion of Communication Center Specialist functions.
Handles member questions and complaints received through remote service channels in a timely and professional manner.
Completes research and resolves documentation errors or discrepancies.
Forwards more complex problems to Lead Communication Center Specialist.
Actively cross sells Credit Union products and services.
Completes maintenance on accounts.
Coordinates the completion of forms for dispute, wires, accounts and applications.
Maintains and projects the Credit Union’s professional reputation.
Assumes responsibility for creating a positive member experience and deepening member relationships.
Provides outstanding service to members when assisting them.
Relates to and connects with members to instill confidence and gain their trust.
Identify member’s initial needs and additional needs by asking the right questions.
Offer the right solutions, including additional products and services, in order to ensure member satisfaction.
Attends and participates in meetings as required.
Assumes responsibility for related duties as required or assigned.
Assists other departments as necessary.
Ensures work areas and equipment are clean and well maintained.
Performs procedures for opening and closing of operations, including alarm, and door duties.
Performs related clerical and lending functions as required.
Comply with the U.S. Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
Comply with the Gramm-Leach Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, Systems and locations.