Part Time Contact Center Representative- Basic

Ascend Federal Credit Union•Tullahoma, TN

4d•Onsite

About The Position

Ascend Federal Credit Union is hiring a part-time Contact Center Representative to support its membership by phone. The representative receives inbound calls, provides information about credit union services, troubleshoots member issues, and delivers excellent member service while supporting member growth and long-term relationships. The role requires knowledge of credit union services, including loans, new accounts, business accounts, and related departments. The representative assists members with account options, terms, rates, account information, and updates to existing loan and deposit accounts. They also cross-sell deposit, loan, electronic, and remote services; process member requests and transactions; follow applicable compliance procedures; verify member identity; and resolve member requests, including escalations and NSF refund requests. Ascend describes its employment offering as including rewarding career opportunities, competitive benefits, and a unique work culture. The organization notes that the responsibilities and qualifications listed may be modified to meet business needs.

Requirements

High school graduate or equivalent.
Treat members and outside contacts with a positive and cooperative attitude.
Excellent communication skills to interact professionally with members and coworkers.
Ability to manage call length.
Poise and tact when representing the credit union to members and outside contacts.
Ability to organize and prioritize work with minimum supervision.
Ability to work as part of a team in a fast-paced environment with diverse duties and knowledge requirements.
Ability to manage multiple projects and prioritize multiple tasks.
Accuracy in loan and teller transactions.
Working knowledge of Microsoft Word, Microsoft Outlook, Excel, and the internet.
Ability to operate, or be trained to operate, related office equipment, including a calculator, check and receipt printers, PC, multifunction copier, telephone, and typewriter.
Regular and reliable attendance.

Nice To Haves

Previous credit union experience, including teller duties, is preferred.

Responsibilities

Receive inbound calls from members and provide information about credit union services over the telephone.
Troubleshoot member issues and assist with questions about services such as loans, new accounts, business accounts, and other departments.
Question members to understand their needs and resolve requests without transferring calls unless they fall outside the Contact Center’s assigned areas.
Explain account options, terms, and rates, and provide account information such as balances, cleared drafts, deposits, withdrawals, transfers, and returned checks.
Update existing member loan and deposit accounts.
Cross-sell deposit, loan, electronic, and remote services by explaining features and benefits and referring members to appropriate departments when needed.
Build long-term member relationships and encourage use of credit union services.
Follow Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Office of Foreign Assets Control (OFAC) policies and procedures.
Process telephone requests for fund transfers, withdrawals, loan advances and payments, including Payment by Phone from other institutions, web payments, and mailed withdrawal checks.
Attend meetings and training sessions to stay current on job duties or as assigned.
Verify member identity before releasing account information or performing transactions.
Report problems to a Contact Center Manager.
Process after-hours call center partner escalation tickets and respond to and resolve member requests.
Process NSF refund requests in accordance with credit union policies.
Read internal publications, including HUB and Possibilities.
Perform other duties as required or assigned.