<span>Call Center Representative</span>

Total Quality Consulting-posted about 1 year ago
$37,440 - $39,520/Yr
Full-time • Entry Level
Raymore, MO
Repair and Maintenance
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The Member Service Representative / Solution Center Specialist role at R-G Federal Credit Union involves providing exceptional service to members in a call center environment. The position focuses on understanding members' financial needs, promoting credit union products, and ensuring a positive member experience through various communication channels. The representative will also handle account management tasks and assist members with their banking needs while adhering to security protocols.

  • Listen to members and ask open-ended questions to offer solutions for their financial needs.
  • Deliver a fantastic member experience by engaging and interacting with members at a human level.
  • Promote credit union products and services based on member needs as determined from member-focused interactions.
  • Send thank you cards and make follow-up calls to members.
  • Provide exceptional solution-minded service via telephone, text, video, chat, email, and interactive branch kiosk.
  • Ensure confidentiality of member information and enforce adherence to established security procedures.
  • Verify member account information and detect potential fraud when communicating with members.
  • Perform duties within a branch or virtual environment, including cross-selling products and services.
  • Maintain current knowledge of all credit union's services and policies.
  • Communicate with members regarding unavailable transactions or requests with empathy.
  • Open new accounts and certificates using needs-based service techniques.
  • Utilize technology to verify eligibility and prepare documentation for appropriate signatures.
  • Ensure all required documentation is complete and accurate.
  • Assist members with debit/credit/ATM cards, ordering checks, and various transaction types.
  • Open/close accounts, process stop payments, and answer questions regarding account types.
  • Assist members with enrollment and use of online and mobile services.
  • Help members with discrepancies, problems, and complaints with empathy.
  • Complete loan applications in person, over the phone, or electronically via video conference.
  • Assist members with the loan application process to ensure completeness and accuracy of information.
  • Review system notes/warnings on member accounts and follow guidance as appropriate.
  • Assist members with information regarding the status of pending loans.
  • Aid the Recovery Specialist in monitoring accounts for late payments and/or delinquency status.
  • Provide exceptional service when following up on delinquent and overdue balance accounts.
  • Excellent communication skills, both verbal and written.
  • Ability to engage with members and provide empathetic service.
  • Strong problem-solving skills and solution-oriented mindset.
  • Knowledge of financial products and services, preferably in a credit union or banking environment.
  • Experience in customer service, preferably in a call center setting.
  • Ability to handle sensitive information with confidentiality and integrity.
  • Proficiency in using technology and various communication channels.
  • Bilingual in Spanish is preferred.
  • Dental insurance
  • Health insurance
  • Paid time off
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