Virtual Branch Service Representative (Call Center

KEMBA Financial Credit Union • Columbus, OH

1d

About The Position

The Virtual Branch Services Representative will provide sales and service support for Member-based business. In doing so, the Associate will provide superior service on a compliant basis for all inbound/outbound Member activity that results from Member calls, e-mail, and Internet activity.

Requirements

• High school diploma or equivalent education and experience
• Prior experience in a customer service role
• Strong organizational skills and attention to detail
• Must value a high degree of accuracy and speed
• Professional demeanor and ability to be On Stage for extended periods maintaining a positive attitude
• Effective verbal and written communication skills
• Must be able to easily adapt to quick changes in pace or workload

Nice To Haves

• Prior experience in a financial/banking institution

Responsibilities

• Professionally service Member activity associated with loan and deposit services:
• Provide accurate information for all products and services, as well as the status of all Member accounts
• Open new membership and deposit accounts
• Assume primary ownership over all Member issues by accurately documenting, researching, and resolving or escalating Member issues associated with any product or service
• Cross-sell alternative or additional services where they best fit the Members needs
• Provide basic financial services advice to Members that promotes their financial well-being
• Provide a superior level of support for all MSRs and lending staff:
• Assist in the development of competitive and/or Member information that will support sales initiatives
• Act as liaison for MSRs and lending staff as needed to ensure timely and quality Member service
• Assist other MSRs and lending staff based on work requirements
• Meet or exceed all service and productivity goals established for this position
• Maintain an up to date status of all sales support and processing activity with routine reporting to management
• Perform all duties in a manner that is 100% compliant with KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs
• Must be able to relate to other people beyond giving and receiving instructions: Can get along with coworkers or peers without exhibiting behavioral extremes
• Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
• Respond appropriately to criticism from a supervisor
• Performs other duties as required by management

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED