FLOAT MEMBER SERVICE REPRESENTATIVE

Charter Oak Federal Credit Union•Waterford, CT

3d•Onsite

About The Position

Charter Oak Federal Credit Union is seeking to hire Contact Center Member Service Representatives for both part-time and full-time positions. This role is responsible for delivering exceptional member service by addressing inquiries, resolving issues, and providing solutions through phone, online, and email channels. The primary responsibility of a Member Service Representative is to sell all Credit Union deposit and loan services to current and potential members, both in person and over the phone, using APEX tools and training. MSRs will be held accountable for achieving performance excellence goals.

Requirements

Prior Contact Center or banking experience is required.
Excellent communication and interpersonal skills.
Ability to work in a fast-paced team environment.

Responsibilities

Receives and greets members, determines their needs, and refers them to the proper department when applicable.
Communicates with members and potential members to effectively determine their deposit and loan needs.
Explains and effectively cross-sells credit union services, utilizing APEX tools, while in contact with members.
Performs all clerical functions related to establishing and servicing deposits, loans, and other products and services offered by the credit union.
Assists members in researching, balancing, and reconciling their accounts, exercising prudent judgment in using approved powers to service accounts (such as approving checking accounts, waiving fees, etc.).
Maintains a working knowledge of the laws, rules, regulations, and procedures regarding credit union products offered to members, including IRA's, lending, demand deposit, and second mortgages.
Presents a professional image through attire, mannerisms, and workstation.
Provides suggestions to improve service, control costs, and promote credit union activities.
Performs Loan Originator duties under Regulation Z by taking applications and assisting members in obtaining or applying for loans.
Oversees and observes all security procedures for the safety and protection of members and the credit union in the safe deposit department under the direction of the Office Manager/Supervisor when applicable.
Provides backup for Teller duties as needed.
Other duties as assigned.