Contact Center Officer

Maps Credit Union•Salem, NE

6d•$28 - $31•Hybrid

About The Position

Maps Credit Union seeks a full-time Contact Center Officer to provide exceptional service and information to members regarding Credit Union products or services, member transactions, and account inquiries. This position is in a call-center environment. Key Responsibilities include: In a call center environment, provide service to personal and business members by opening, setting up and performing maintenance on the following types of accounts or services: savings, checking, certificate and loan accounts, online banking, debit cards, direct deposit, and automatic transfers. Assist with transactions and inquiries on accounts via member-initiated phone calls, emails, online banking messages and chat with efficiency and accuracy. Answer member questions and solve problems regarding all accounts and statements. With an advanced knowledge of Maps’ products/services, conducts needs-based conversations with current and potential members in order to deepen their relationship by offering solutions that add value, build loyalty and support the members long-term financial goals. Confidently recommend and connect qualified members to our business partners and facilitate a smooth transition. Assist members by opening and maintaining IRA accounts. Process IRA contributions and distributions within established guidelines and regulations. Provide support and education to members and staff regarding Online Banking, Payments, Privateline, and www.mapscu.com. Provide advanced technical support and problem detection/resolution to members related to their account access on any devices, operating systems and web browsers. Provide advanced research and support to members with inquiries regarding debit and credit card use. Work closely with our 3rd party card vendor to resolve member inquiries. Provide loan information and conduct loan interviews with potential applicants to analyze loan needs. Explain loan options, rates and terms; explain features and advantages of credit insurance products to promote sales. Process loan applications and obtain reports and information from credit reporting agencies. Prepare loan documents and disburse proceeds as needed. Disclose loan payment, repayment, and interest charges to borrower consistent with credit union policy and governmental regulations. Cross-sell credit protection products. Consult with applicants whose loans have been denied; assist in finding alternate financing as needed. Provide loan payoff figures and bluebook information; act as a general resource for loan information. Maintain operational knowledge by staying informed of all policies, procedures and promotions; report any needed changes to management. Comply with Credit Union operations and security procedures by preparing Suspicious Activity Reports and adhering to authority limits, policies and procedures. Maintain confidentiality and protect credit union operations by keeping negotiable instruments, cash, keys and member and/or credit union information secure at all times. Maintain professional and courteous communication with all Maps team members. Enhance job performance by applying up to date professional and technical knowledge gained by attending training sessions and reviewing professional publications. Participate in committee and team projects outside the department as assigned by direct manager. Assume responsibility for the daily operation of the Contact Center in the absence of Team Leader and Manager, as requested by management. Support Contact Center staff with auditing, member follow-up, and training. Continuously strive to meet organizational objectives through personal and department goals as assigned. Follow 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.

Requirements

Excellent written and oral communication skills.
Ability to communicate effectively and project a professional image in writing, in person, over the phone, and via computer or other electronic means.
Ability to effectively establish rapport, present information, and respond to questions from managers, members, and the general public.
Skill and ability to meet people and listen.
Ability to read, analyze, and interpret operational documents, policies, and regulations.
Ability to explain and sell credit insurance policies.
Ability to take initiative and prioritize tasks; good time management, problem-prevention, and problem-solving skills.
Accurate typing/keyboarding skills.
Basic computer skills, including word processing, spreadsheet software applications, and e-mail.
Strong organizational skills.
Ability to remain flexible to adapt to changes in the work environment.
Ability to cross-sell Credit Union services effectively and accurately.
Ability to work accurately with close attention to detail.
Ability to maintain confidentiality of sensitive information.
Ability to work with co-workers and members professionally and tactfully.
Possess a work ethic that includes neatness, punctuality, and accuracy.
Exhibit a professional, businesslike appearance and demeanor.
Associate’s degree in Business, Economics, Banking or equivalent financial experience and Business-related college-level courses or financial industry-specific training.
Minimum 2-4 years’ experience in customer service, including direct and indirect selling roles, or equivalent combination of training and experience.
Minimum 2-4 years in financial industry with progressive responsibility at the teller and financial services level, with a minimum of one year experience in lending, or equivalent combination of training and experience.
Must maintain a current Oregon Resident Agent License for credit protection products (Credit Union will assist employee with obtaining this license).
Must be bondable.

Nice To Haves

Previous call center experience strongly preferred.

Responsibilities

Provide service to personal and business members by opening, setting up and performing maintenance on savings, checking, certificate and loan accounts, online banking, debit cards, direct deposit, and automatic transfers.
Assist with transactions and inquiries on accounts via member-initiated phone calls, emails, online banking messages and chat with efficiency and accuracy.
Answer member questions and solve problems regarding all accounts and statements.
Conduct needs-based conversations with current and potential members to offer solutions that add value, build loyalty and support long-term financial goals.
Recommend and connect qualified members to business partners.
Assist members by opening and maintaining IRA accounts, and processing IRA contributions and distributions.
Provide support and education to members and staff regarding Online Banking, Payments, Privateline, and www.mapscu.com.
Provide advanced technical support and problem resolution for member account access on various devices, operating systems, and web browsers.
Provide advanced research and support for member inquiries regarding debit and credit card use, working with third-party vendors.
Provide loan information and conduct loan interviews, explain loan options, rates, and terms, and promote credit insurance products.
Process loan applications, obtain credit reports, prepare loan documents, and disburse proceeds.
Disclose loan payment, repayment, and interest charges to borrowers consistent with policy and regulations.
Cross-sell credit protection products.
Consult with applicants whose loans have been denied and assist in finding alternate financing.
Provide loan payoff figures and bluebook information.
Maintain operational knowledge of all policies, procedures, and promotions.
Comply with Credit Union operations and security procedures, including preparing Suspicious Activity Reports and adhering to authority limits.
Maintain confidentiality and protect credit union operations by keeping negotiable instruments, cash, keys, and member/credit union information secure.
Maintain professional and courteous communication with all Maps team members.
Enhance job performance by applying up-to-date professional and technical knowledge.
Participate in committee and team projects outside the department.
Assume responsibility for the daily operation of the Contact Center in the absence of Team Leader and Manager.
Support Contact Center staff with auditing, member follow-up, and training.
Strive to meet organizational objectives through personal and department goals.
Follow regulatory and policy compliance requirements, including BSA, OFAC, AML, and Identity Theft Red Flags.