Contact Center Representative- Intermediate

Ascend Federal Credit Union•Tullahoma, TN

6h•Onsite

About The Position

Receive inbound calls from the membership. Provide information and credit union services through interaction with the membership over the telephone. Trouble-shoot member issues and position the credit union effectively for member growth by demonstrating excellent member service skills.

Requirements

High school graduate or equivalent
1-3 years of similar or related experience is required
Must treat all members and outside contacts in a positive and cooperative attitude.
Excellent communication skills required in order to communicate with the membership and coworkers in a professional manner.
Must manage length of call with member.
A high degree of poise and tact to represent the credit union in a positive manner to the membership and outside contacts.
Ability to organize and prioritize work with minimum supervision.
Must be able to work as part of a team in a fast, paced environment with a diversity of job duties and knowledge.
Must be able to manage multiple projects and prioritize multiple tasks.
Must be accurate in all loan transactions and teller transactions.
Working knowledge of computer programs including Microsoft Word, Microsoft Outlook, Excel and the internet.
Must have ability to operate or have ability to be trained to operate related office equipment including calculator, check and receipt printers, computer terminal (PC), multifunction copier, telephone and typewriter.
Regular and reliable attendance is required.

Nice To Haves

Previous credit union experience including teller and MSR duties is preferred

Responsibilities

Receive inbound calls from the membership.
Must be knowledgeable of all credit union services including loans, new accounts, business accounts, various departments, etc. and assist members with questions relating to those areas.
Must be able to question the member to obtain a full understanding of the member’s needs and assist without transferring the call to another employee/department, unless the call is outside the areas assigned to the Contact Center.
Provide member with assistance on the following services: explain different account options, terms, and rates; provide account information to members such as account balances, cleared drafts, deposits, withdrawals, transfers, returned checks, etc.; update existing member loan and deposit accounts; assist with member requests to service plastic cards and access the cards system to assist members with card issues. Assist members with online banking password resets.
Provide a high level of customer service to assist internal stakeholders and members with dispute and fraud issues and concerns, understanding their sense of urgency and able to respond and solve issues in a timely manner.
Research, monitor and investigate customer accounts for any changes and/or discrepancies of fraud claims.
Provide assistance and documentation for Chargeback Analysts.
Analyze information, think through difficult problems, and make critical decisions based on information and resources available.
Identifies and reports card fraud trends on accounts to reduce losses as well as member impact.
Place travel notes for members debit and credit cards on the card processor platform.
Cross sell credit union services to the membership including deposit, loan, and electronic products by offering members feature and benefit information on these services, and referring members to appropriate departments if needed.
Build successful long-term relations with members by increasing use of credit union services.
Explain and cross sell the remote services including online banking, indirect lending, telephone banking, etc.
Follow policies and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Office of Foreign Assets Control (OFAC) daily to ensure compliance with current regulations.
Process telephone requests for transfer of funds, withdrawals, loan advances and payments, including Payment by Phone from other institutions, web payments, and mail withdrawal checks to members.
Attend various meetings and training sessions to keep updated on job duties or as assigned.
Responsible for verification of member’s identity prior to releasing account information or performing account transactions.
Report any problems to a Contact Center Manager
Process afterhours call center partner escalation tickets, by responding to member requests and resolving their needs.
Process NSF refund requests, ensuring credit union policies are followed.
Read all internal publications including HUB and Possibilities.
Perform other duties as required or assigned.