Phone Center Representative

VANTAGE CREDIT UNION•Weldon Spring, MO

6d•$18 - $0•Onsite

About The Position

The Phone Center Representative provides member service by answering incoming calls, verifying member identities, identifying needs, and resolving concerns without transferring members when appropriate. The role also responds professionally to live chats and email requests, researches and resolves complaints, identifies referrals for loan and deposit services, and meets sales, productivity, and quality targets. Representatives explain credit union services to potential members and encourage them to join, while looking for appropriate cross-sell opportunities and offering solutions to financial concerns. The position requires tact, judgment, initiative, flexibility, and the ability to work effectively with members, colleagues, and management. Responsibilities may also include training and developing Member Care representatives, recommending procedure updates, and completing other individual or team tasks as assigned by Member Care management or coordinators. The position is based at the Admin Building in Saint Charles, Missouri, and is typically scheduled Monday through rotating Saturdays. Possible remote work options may be available when expectations are exceeded.

Requirements

High school diploma or equivalent.
Above-average written and oral communication skills.
Ability to interact comfortably with people at all levels and listen empathetically to board, staff, and member needs.
Good math aptitude.
Ability to meet simultaneous deadlines and organize and prioritize work effectively under pressure.
Poise, tact, and sensitivity to executive etiquette and protocol; ability to recognize and work with different personalities.
Positive, team-oriented approach; willingness to learn, meet deadlines, and take responsibility for one’s actions.
Ability to organize and prioritize work with little direction.
Proficiency with various computer software programs and experience operating automated and standard office equipment.
Integrity and high moral responsibility.
Analytical ability, including asking discerning questions and evaluating situations individually to develop solutions.
Ability to build positive working relationships and contribute to group cohesiveness and objectives.
Willingness to put in the time necessary to complete the work.
Flexibility and ability to adapt to changing situations.

Nice To Haves

An associate degree in a business-related field, or equivalent one to two years of customer service experience, is desired.
General business courses in a continuing education setting.
Lending or credit experience is desirable but not required.

Responsibilities

Answer incoming calls and provide excellent member service.
Verify members’ identities, determine their needs, and resolve concerns without transferring them when appropriate.
Respond professionally to live chat conversations and email requests.
Identify referral opportunities for loans and deposit services, stay informed about products and services, and meet sales targets.
Research and resolve complaints to support member retention and satisfaction.
Use tact, judgment, and initiative when working with members and team members.
Train and develop Member Care representatives when assigned by the Member Care Manager, Assistant Member Care Manager(s), and/or Member Care Coordinator(s).
Review procedures and recommend updates as needed.
Take advantage of appropriate cross-sell opportunities and provide members with solutions to financial issues.
Explain credit union services to potential members and offer information to encourage them to join.
Meet or exceed individual and team productivity and quality standards.
Perform other individual and team tasks as assigned by Member Care management or coordinators.