Contact Center Banking Rep- (Telephone Banking)

Park Community Credit Union•Louisville, KY

8d•Onsite

About The Position

The eTeam Service Representative is responsible for assisting members and potential members with their telephone and electronic correspondence requests. This role involves answering questions about products and services, resolving issues within their authority, processing transactions, and directing calls to the appropriate department when necessary. The eTeam Service Representative also identifies cross-sell opportunities, maintains accurate member account information, and supports remote service requests, ensuring efficient and professional service delivery.

Requirements

Six months to two years of similar or related experience.
Equivalent to a high school education.
A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature.
Work may involve motivating or influencing others.
Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.
Good listening and telephone skills.
Frequently must sit, stand, and walk short distances.
Frequently uses hands and fingers to count currency and handle, manipulate, and feel objects, documents, and office tools and equipment.
Reads, writes, listens, speaks, and uses personal computers, copiers, telephones, and other office equipment and software throughout the work day.
Occasionally required to stoop, bend, squat, and reach overhead with hands and arms.
Occasionally pushing and pulling of office furniture and other objects.
May occasionally lift and/or move up to 15 pounds and on occasion lift and/or move up to 25 pounds.

Nice To Haves

Support the credit union's mission to build thriving communities together ensuring words and actions align with the Park VIBE that defines our Core Values: Vibrant Connections, Inclusive Excellence, Bold Compassion, Endless Empowerment.
Provide friendly, professional and accurate service and support to all members and coworkers.
Accurately receive calls daily and effectively troubleshoot or direct the call.
Answer telephone within 3 rings, respond to written correspondence within 24 hours, respond to telephone messages within the same day received.
Process member transactions with zero errors.
Add to and maintain knowledge of all new policies and procedures to ensure remain compliant with all regulations.
Maintain a professional work environment, promote teamwork, build respect among coworkers and present a businesslike appearance.
Follow all security policies and procedures and report discrepancies or suspicious activity to manager immediately.

Responsibilities

Assist members and potential members with their telephone and electronic correspondence requests.
Answer questions about products and services and resolve problems that are within their authority to resolve.
Provide applications as requested.
Refer problems that are beyond their authority to their supervisor, along with their recommendations.
Process Remote Contact requests in the same fashion as answering and handling telephone requests/issues.
Identify cross-sell opportunities and cross-sell services to members.
Maintain action log as required for review.
Perform transactions related to ATM/Debit Card programs including ordering cards and placing blocks per credit union guidelines.
Provide information regarding these transactions and resolve issues that are within authority.
Refer issues not within authority to manager.
Provide information on remote services.
Maintain knowledge of all products and services offered.
Follow all security policies and report suspicious activity to manager.
Maintain member account information on computer system.
Assure that appropriate records are maintained.
Willingly assist other departments as needed.
Performs other duties as assigned.