Virtual Branch Service Representative (Call Center)

KEMBA Financial Credit Union•Columbus, OH

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