Member Contact Center Representative

Everwise Credit Union•South Bend, IN

4d•Onsite

About The Position

Assists members via telephone or other delivery channels with their financial needs by answering questions, performing financial transactions, resolving issues and providing information to ensure quality service. Timely service the needs of the members and enhance their financial relationships with the Credit Union.

Requirements

Clear verbal and written communication, listening, and human relation skills
Excellent phone communication skills using clear and pleasant voice
Basic analytical, mathematical, organizational and decision-making skills
Computer literacy skills with using Windows environment, spreadsheet and word processing software.
Data entry skills
Ability to multi-task
Able to work in a fast-paced and diverse environment
Ability to sit and/or stand at a desk for extended period of time.
Accountable for the quality of member service rendered, proper documentation of loans and other services, sales goals and adherence to Everwise Credit Union’s Service Expectations.
Must develop and maintain a high degree of Everwise product and service knowledge.
Maintain a professional and ethical work relationship with members and team members.
Responsible for daily decisions made within parameters set by supervisor.
Accountable for understanding & applying Everwise policies and procedures relating to the Bank Secrecy Act.
Protection of assets and security of the branch and personnel are a basic responsibility.
Accountable for Performance Management goals as agreed upon with supervisor.
High School Diploma, GED or equivalent skills and abilities.
Basic knowledge of financial services generally acquired by one or more years working within the financial services area or minimum of two years customer service and/or call center experience.

Responsibilities

Providing courteous and efficient service to members and team members over the phone or preferred delivery channel.
Identifying opportunities to promote credit union products and services to retain members and increase wallet share.
Utilizing various computer applications to assist with member support and satisfaction.
Striving to provide first contact resolution and build lasting member relationships through exceptional service.
Maintaining a high level of quality such as Member Satisfaction, accuracy, phone management and more as defined by management.
Contributing to Unit and Corporate goals.
Assuming additional responsibilities as necessary for the continued growth and advancement of the Credit Union.
Variability in hours including weekend and holiday hours.