Nashua

Triangle Credit Union•Nashua, NH

10d•Onsite

About The Position

This role involves welcoming members via telephone, completing transactions accurately and efficiently, and opening accounts for new members. The representative will identify member needs, maintain confidentiality, and professionally handle a large volume of inbound and outbound calls. Responsibilities include processing member account transactions accurately, collaborating with internal teams to resolve inquiries, and responding to correspondence on the same day. The role also involves promoting products and services through sales strategies to meet objectives, cross-selling, and accurately inputting consumer loan applications with assistance. Additionally, the representative will answer basic questions, analyze credit reports, process banking transactions, quote payoffs, set up memberships, troubleshoot online banking issues, and perform any job functions of a virtual branch. Maintaining up-to-date knowledge of credit union products and services through training and self-study is crucial. The representative will use this knowledge to grow membership by applying sales and service strategies that enhance member loyalty, meet annual sales goals, and maintain confidentiality.

Requirements

One year (1) to three (3) years of similar or related experience
Previous Member/Customer Service, required
A high school education or GED
Sales Acumen
Strong Computer Skills
Good Communication Skills
Detail Oriented
Multitasking
Problem-Solving Skills, essential
Organizational Skills
Attention to Detail
Basic Math Skills
Ability to work independently and/or part of a team
The ability to sit for extended periods of time
The ability to bend, twist, squat, and reach

Nice To Haves

Experience in a Contact Center Environment, preferred
Financial Services experience, a plus
Previous Lending experience, a plus
Higher education, a plus
Bilingual in Spanish is preferred

Responsibilities

Welcome members via telephone and complete transactions accurately and efficiently.
Open accounts for new members and identify their perceived and unperceived needs.
Maintain absolute confidentiality of internal and external member information.
Professionally handle a large volume of inbound and outbound telephone calls.
Handle member account transactions with accuracy and a sense of urgency.
Work collaboratively with all internal members to resolve member inquiries in a timely and efficient manner.
Respond to all telephone and/or E-mail correspondences on the same day as they are received.
Promote products and services via Sales Strategies to meet or exceed department and company objectives; cross-selling.
Accurately input consumer loan applications (with assistance), answer basic questions, analyze credit reports, process banking transactions, quote payoffs, set up membership via on-line applications, troubleshoot on-line banking issues and set ups, and any job functions a "virtual branch" would handle.
Remain current regarding TCU Products and Services by previewing information provided, seeking answers, and participating in on-going training.
Use knowledge of TCU products, services, and operations to maintain and grow membership by applying Sales Strategies that lead to increased member loyalty.
Meet annual sales goals and maintain absolute confidentiality regarding member information.
Perform other duties, as assigned.