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 provide telephone support to its members. The representative receives inbound calls, answers questions about credit union services and accounts, troubleshoots issues, processes transactions, and helps members make use of relevant products and services. The role requires verifying member identity before sharing account information or performing transactions, following applicable regulatory policies, and escalating issues when appropriate. The representative also handles after-hours call center partner escalation tickets and NSF refund requests, attends training and meetings, and performs other assigned duties.

Requirements

High school graduate or equivalent.
Treat members and outside contacts with a positive and cooperative attitude.
Excellent professional communication skills.
Ability to manage call length.
Poise and tact in 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 varied 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, a calculator, check and receipt printers, PC terminal, multifunction copier, telephone, and typewriter.
Regular and reliable attendance is required.

Nice To Haves

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

Responsibilities

Receive inbound calls and provide information about credit union services over the telephone.
Answer questions about loans, new accounts, business accounts, and other services, identifying members’ needs and resolving them without transferring calls when the issue falls within the Contact Center’s assigned areas.
Explain account options, terms, and rates; provide account information; and update existing loan and deposit accounts.
Cross-sell deposit, loan, electronic, and remote services, including online banking, indirect lending, and telephone banking; provide product feature and benefit information and make referrals when appropriate.
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, Payment by Phone from other institutions, web payments, and mailed withdrawal checks.
Attend meetings and training sessions to stay current on job duties.
Verify members’ identities before releasing account information or performing transactions.
Report problems to a Contact Center Manager.
Process after-hours call center partner escalation tickets 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.