Telephone Banking Rep - Part time

Park Community Credit Union•Louisville, KY

About The Position

Role: By emphasizing ONE Park, ONE Mission, One Team, the eTeam Service Representative is responsible for assisting members and potential members with their telephone and electronic correspondence requests. This role involves answering questions about products and services, resolving issues within their authority, processing transactions, and directing calls to the appropriate department when necessary. The eTeam Service Representative also identifies cross-sell opportunities, maintains accurate member account information, and supports remote service requests, ensuring efficient and professional service delivery. Essential Functions & Responsibilities: While meeting the service standards for the credit union, assist members and potential members with their telephone and electronic correspondence requests; answer questions about products and services and resolve problems that are within their authority to resolve; provide applications as requested; refer problems that are beyond their authority to their supervisor, along with their recommendations. Process Remote Contact requests in the same fashion as answering and handling telephone requests/issues. Identify crosssell opportunities and cross-sell services to members. Maintain action log as required for review. Perform transactions related to ATM/Debit Card programs including ordering cards and placing blocks per credit union guidelines. Provide information regarding these transactions and resolve issues that are within authority. Refer issues not withing authority to manager. Provide information on remote services. Maintain knowledge of all products and services offered. Follow all security policies and report suspicious activity to manager. Maintain member account information on computer system. Assure that appropriate records are maintained . Willingly assist other departments as needed. Performs other duties as assigned. Performance Measurements: 1. To be an ambassador of Park's culture supporting the credit union's mission to build thriving communities together ensuring words and actions align with the Park VIBE that defines our Core Values: Vibrant Connections Inclusive Excellence Bold Compassion Endless Empowerment 2. To provide friendly, professional and accurate service and support to all members and coworkers. 3. To accurately receive calls daily and effectively troubleshoot or direct the call. 4. To answer telephone within 3 rings, respond to written correspondence within 24 hours, respond to telephone messages within the same day received. 5. To process member transactions with zero errors. 6. To add to and maintain knowledge of all new policies and procedures to ensure remain compliant with all regulations. 7. To maintain a professional work environment, promote teamwork, build respect among coworkers and present a businesslike appearance. 8. To follow all security policies and procedures and report discrepancies or suspicious activity to manager immediately.

Requirements

Six months to two years of similar or related experience
Equivalent to a high school education
A significant level of trust and diplomacy is required, in addition to normal courtesy and tact
Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature
Work may involve motivating or influencing others
Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary
Good listening and telephone skills

Responsibilities

Assist members and potential members with their telephone and electronic correspondence requests
Answer questions about products and services and resolve problems that are within their authority to resolve
Provide applications as requested
Refer problems that are beyond their authority to their supervisor, along with their recommendations
Process Remote Contact requests in the same fashion as answering and handling telephone requests/issues
Identify crosssell opportunities and cross-sell services to members
Maintain action log as required for review
Perform transactions related to ATM/Debit Card programs including ordering cards and placing blocks per credit union guidelines
Provide information regarding these transactions and resolve issues that are within authority
Refer issues not withing authority to manager
Provide information on remote services
Maintain knowledge of all products and services offered
Follow all security policies and report suspicious activity to manager
Maintain member account information on computer system
Assure that appropriate records are maintained
Willingly assist other departments as needed
Performs other duties as assigned