Contact Center Representative

Cedar Point Federal Credit Union

16d

About The Position

Primary Functions: Perform in all areas of the Call Center including answering incoming calls, responding to member requests, and account research. 1. Have a broad knowledge of Credit Union services and policies and the ability to answer inquiries of a general nature. 2. Give courteous and prompt attention to members on the telephone. Assist members with account information, transactions, and research. Perform financial transactions as directed by the member on the telephone, including but not limited to; transfers, loan payments, MasterCard payments, wires, replacement statement requests, check copy requests, and stop payment orders. 3. Assist members by phone in all aspects of online banking including but not limited to; unlocking access, changing passwords, assisting with Zelle transactions, bill pay, and walking members through step-by-step logging into the system. 4. Responsible for staying current on all products and services offered by the credit union and be proactive in offering these products and services when applicable. 5. Complete required and recommended educational courses; Follow all rules and regulations as applicable to job function, including but not limited to Bank Secrecy Act. 6. All other duties as assigne

Requirements

High School graduate
Ability to answer a multi-line phone system, call center experience, preferred.
One or more years of experience with a financial institution
Familiar with data processing systems and Windows is an asset
Ability to work independently, quickly and accurately
Strong interpersonal and communication skills
Ability to interact professionally with members and co-workers in all areas of the Credit Union
Visual acuity. Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; extensive reading on a computer monitor
Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, either in person or on the phone.
Light work. Exerting up to 60 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.
Body motions: Standing, walking lifting stooping, kneeling, crouching, bending, crawling. Pushing and pulling.
Fingers and hands: Grasping, picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Grasping: Applying pressure to an object with the fingers and palm. Making substantial repetitive movements (motions) of the wrists, hands, and/or fingers.
The worker is subject to both environmental conditions. Activities occur inside and outside.
The worker is occasionally in close quarters, small enclosed rooms, and other areas that could cause claustrophobia.

Responsibilities

Answering incoming calls
Responding to member requests
Account research
Have a broad knowledge of Credit Union services and policies
Answer inquiries of a general nature
Give courteous and prompt attention to members on the telephone
Assist members with account information, transactions, and research
Perform financial transactions as directed by the member on the telephone, including but not limited to; transfers, loan payments, MasterCard payments, wires, replacement statement requests, check copy requests, and stop payment orders
Assist members by phone in all aspects of online banking including but not limited to; unlocking access, changing passwords, assisting with Zelle transactions, bill pay, and walking members through step-by-step logging into the system
Responsible for staying current on all products and services offered by the credit union and be proactive in offering these products and services when applicable
Complete required and recommended educational courses
Follow all rules and regulations as applicable to job function, including but not limited to Bank Secrecy Act
All other duties as assigned