Contact Center Representative

Energy Capital Credit Union•Houston, TX

About The Position

To assist members and potential members with their financial needs primarily through telephone requests using Integrity Service and Member Advantage techniques by: explaining services, responding to problems, processing various member transactions, assisting members with lending needs and directing phone calls to the appropriate area. Is responsible for maintaining compliance with all required regulations and policies, especially with all Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies, procedures, and regulations.

Requirements

High school diploma or GED.
A commitment to delivering friendly, professional, and accurate service to members, vendors, and associates.
Strong attention to detail and the ability to follow established policies, procedures, and regulatory requirements.
Reliability, punctuality, and consistent attendance.
A team-focused mindset with a desire to support branch goals, sales performance, and financial objectives.
Alignment with our company culture and commitment to internal and external service standards.

Responsibilities

Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
Assists members with loan questions.
Maintains member account information on computer system.
Tracks member interactions in CRM.
Identifies cross sell opportunities and cross-sells services to members.
Loads loan applications to be referred for decision and processing.
Documents cross-sales/referrals in CRM pipeline.
Manages own CRM pipeline regularly.
Ensures that appropriate records are maintained and required reports and wires are prepared.