Full-Time Contact Center Member Consultant

Truity Credit Union•Bartlesville, OK

27d

About The Position

This position must provide unsurpassed service experiences and build member relationships by effectively suggesting appropriate Credit Union solutions while answering member questions, resolving issues, and conducting transactions by telephone, fax, email, mail, digital banking messaging, or other electronic means. Must possess analytical and technical skills to address questions and issues related to electronic services.

Requirements

Knowledge of: Credit Union products and services
Consumer Lending loan products
IRA, HSA, and Trusts
Visa Cards
Microsoft Office Suite
Technology and various software programs
Ability to: Maintain accuracy
Carry out Credit Union mission, philosophies, values, and practices
Solve practical problems and deal with variables in situations
Multitask and make decisions in a fast-paced environment
Organize and prioritize to make deadlines
Open and close a call with warmth and professionalism
Ability to communicate effectively and efficiently in a timely manner
Ability to successfully communicate the benefit of products/services
Speak with confidence and clarity
Adapt professional style to the needs of the members
Maintain confidentiality and professionalism
Skill in: Strong verbal and written communication
The ability to serve members through digital banking messages, e-mail, and live chat forums
Participate in a productive team environment
Critical Development Experiences: Pursue opportunities for professional growth and development through training, education, and self-study
Successfully complete all applicable compliance training and testing
Education and experience equivalent to: A minimum of one year up to three years of similar or related experience, including preparatory experience
A high school degree or equivalent
Regular attendance and timeliness are essential functions of this position.
While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity.
The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds.
A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.
Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies.
This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

Responsibilities

Be prompt, ready, and logged in to assist members at your appropriate scheduled time, i.e., arrival time, breaks, and lunches.
Have a good working knowledge of our products and services and the benefits they provide.
Be prompt to respond to members within the expected time frames for chat, digital banking messages, email, and call backs.
With the intention of every member, every time, every day offer products and services that benefit and enhance members lives, in addition to meeting the strategic goals.
Utilize skills to effectively manage call length, speed of answer, and daily volumes.
Actively listen and respond to member inquiries, suggestions, requests, and concerns while providing exceptional service.
Analyze and decision waiving of penalties and fees within approved limits ($50).
Manage and complete actions needed for fraud/identity theft/disputes related to cards, checks, ACH and account takeover.
Complete documentation, working with member to determine extent of situation and action steps to take to correct/minimize loss and risk to both the member and the credit union.
Successfully maintain knowledge and utilization of software applications, such as QuickAssist, Ascensus, Ipay, Check Review, Banno People, Auto Pilot, etc. to provide quick and efficient service to members.
Adhere to the clean desk policy to secure member information and follow opening and closing procedures.
In the appropriate time frame, successfully complete all applicable compliance training and testing.
When appropriate, participate in business development activities including community partner relations.
Assist Spanish-speaking members when applicable.
Perform member service duties as needed to serve member needs, including opening personal accounts and specialized accounts, such as IRAs, Trusts, etc.
Preform member inquire research, wire transfers, and other transactions.
Stay up-to-date on product and service changes as well as troubleshooting solutions for digital services.
Remain informed, alert, and vigilant as it relates to fraud and/or scam activity.
Key relevant member activity and interactions into Symitar Notes to consistently provide a better member experience from all employees interacting with the member.
Follow procedures to process returned mail, i.e., updating addresses with appropriate verification and reaching out to members for address verification.
Take loan applications as appropriate and provide payoff information when requested.
Perform all other duties as assigned.