Contact Center Personal Banker I

Freedom First Credit Union • Roanoke, VA

9d

About The Position

Conduct inbound and outbound calling to identify member needs through the use of independent analysis, judgment, and consultative sales techniques, to effectively communicate various credit union products and services to satisfy the members needs in a timely and effective manner. This includes but not limited to setting up new accounts, offering and processing lending products and additional services, respond to service requests, and direct members to the appropriate department/staff member.

Requirements

• One month to twelve months of similar or related experience.
• (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
• Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
• Skill and ability to use and operate a keyboard (typewriter), computer, calculator, fax machine, copier and telephone. Skill and ability to read and understand financial statements, contracts, applications, computer printouts, manuals and other related materials. Must have the skill and ability to use Microsoft Word and Excel.
• Must comply with government and other regulations affecting the credit union industry including, but not limited to, OFAC and the Bank Secrecy Act.
• Meets or exceeds performance expectations as described in Essential Functions and Responsibilities.

Responsibilities

• Assists members contacting the credit union through inbound calls or online channels with opening and closing accounts, explains credit card options, submit credit card requests for processing and decision. Provides information or answers questions about all credit card and deposit products/services. Responds to service requests.
• Evaluates member needs and identifies cross-sell opportunities and cross-sells services to members.
• Maintains contact with new members, building on the relationship, process 10 day follow up phone calls, and reach out on maturing CD’s.
• Cross trains on other duties performed by Contact Center employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree