Contact Center Rep I

ASSOCIATED CREDIT UNION•Norcross, GA

20h

About The Position

The primary purpose of this position is to assist Associated Credit Union in living out its Mission: To offer members financial products that fulfill their needs, service that exceeds their expectations, and relationships that inspire their trust. The primary responsibility of this position is to handle incoming calls that pertain to answering our members’ questions in regards to their account and conducting transactions including but not limited to withdrawals, transfers and loan payments. Our Contact Center Representative must have an overall understanding of our products and services to assist our members in answering their questions and make recommendations as needed. The position will handle Member Services calls and has limited access to our Online Banking platform for resetting passwords.

Requirements

Education: High school graduate or equivalent.
Experience: Minimum one-year experience in banking, auto financing, sales or other role that involves member service.
Strong working knowledge of finance policies and procedures.
Advanced math abilities.
Excellent communication skills and phone etiquette.
Excellent organizational and time management skills, sales and member service skills.
Requires problem solving, researching skills, and good judgment.
Proficient in computer skills with MS Office (Word, Excel, Outlook) and Adobe PDF knowledge. Able to easily learn other software needed for the position.
Ability to work flexible hours and Saturdays as needed.

Nice To Haves

Bi-lingual in English/Spanish is a plus.

Responsibilities

Handling Inbound/Outbound calls.
Conduct transactions: withdrawals, transfers and loan payments.
Balancing payment history information with the member, reviewing findings, and identifying corrections needed.
Start/Stop ACH recurring payments.
Force Return, Stop Payments, and Skip a Payment.
Handling exceptions such as fee refunds and releasing check holds.
Update contact information such as address, email and phone numbers.
Online Banking password resets.
Educate members on our products and services.
Handling member questions with professionalism and seamlessly directing escalated questions to management staff.
Maintaining up-to-date knowledge of ACU policies, procedures and services.