Mbr Contact Center Rep II

Financial Partners Credit Union•Costa Mesa, CA

About The Position

To promote a positive, professional image of Financial Partners Credit Union via all contact channels (phone, e-mail, chat, etc.). Provide excellent service to all members of the credit union by identifying product and service solutions to meet their financial needs. Assist members with information about their accounts, FPCU products and services, and by resolving issues/problems via all contact channels.

Requirements

One-year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
Customer Service and/or call center experience.
Knowledge of MS Word, Excel, and Outlook.
Able to use multiple programs simultaneously.
Strong customer service skills.
Strong ability to cross sell financial products.

Nice To Haves

Associate’s degree preferred.
Previous experience as a team lead.
Ability to work as a team.
Previous banking or credit union experience would be preferred.
Proven ability to assist in team motivation.
Ability to train new agents on all aspects of the position.

Responsibilities

Handle member contact via all contact channels to promote a positive, professional image of Financial Partners Credit Union.
Provide solutions to member financial needs by identifying member needs, presenting appropriate solutions using benefit statements and asking for the business.
Write free form responses to members via email and chat channels, ensuring accuracy, grammar, spelling, conciseness, and clarity.
Assist with the buying process by quoting rates on all products, taking secured and unsecured loan applications, and/or sending applications to members.
Communicate the benefits of membership and FPCU products and services via all contact channels.
Assist members with questions regarding their accounts, FPCU products and services, the credit union, and any issues.
Provide eBanking and Bill Pay support.
Handle credit card calls, including reviewing past purchases and authorizations, and taking dispute calls.
Take real estate calls, including accessing Alltel.
Enhance member relationships by using the member/caller’s name during conversation and thanking the caller.
Identify yourself to the member during the call.
Accurately assist members with questions regarding their accounts, FPCU products and services, the credit union, and any issues.
Effectively communicate the benefits of membership and FPCU products and services via all contact channels.
Help the team meet the overall service goal by moving routine calls (balance inquiry, etc.) to self-service channels E Quest and E Banking and adhering to break and lunch schedules.
Be the expert on both Multi-care and Payment Manager.
Validate member identity using credit union security procedures.
Quote rates for all products.
Process check orders, wire requests, loan payments, stop payments, VODs, etc.
Attend training offered through Learning and Development that is required for your position or approved by your Manager.
Take advantage of all opportunities to complete the “buying process” by quoting rates on all products, taking secured and unsecured loan applications and/or sending applications to members.
Educate members on pre-approval status and process.
Consistently meet assigned sales goals by a minimum of 85%.
Ask for the business.
Move routine calls to eQuest and other self-service channels.
Process secured and unsecured loan applications.
Be present.
Adhere to break and lunch schedules and maintain attendance within company and department policy guidelines.
Conduct ourselves in the utmost ethical manner and hold each other accountable to the values and standards of the organization.
Ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards.
Perform other duties as assigned.