Call Center/Teller

Description:

The Member Service Representative II will equally suport branch operations and the member call center. This position requires flexibility to adjust daily responsibilities to assist our members with their financial needs by providing first class service and demonstrating PostCity Financial Credit Union’s Core Values: Convenience, First-Class Service, Integrity, and Community.

Job Responsibilities:

• Assist members with teller transactions, account maintenance and inquiries regarding products and services.
• Actively cross-sell products and services to members to achieve or exceed established individual and branch sales goals.
• Cash handling and cash drawer balancing in an accurate and timely manner.
• Assist members with opening and closing accounts.
• Process routing file maintenance on member accounts
• Process mail transactions and bad address tracking
• Resolution of routine member inquiries, problems, or complaints.
• Trouble shoot and resolve member and internal inquiries in a timely manner.
• Respond to online banking request, emails, and messages.
• Make outbound calls to member for member service and cross-sales.
• Act as a liaison between members and departments providing insight to trends that may be impacting member service.
• Maintain knowledge of all state and federal regulations that are applicable to member services.
• Responsible for taking BSA/OFAC training annually with a passing grade, understanding, and complying with Bank Secrecy Act regulations.
• Ensure compliance with all applicable Credit Union policies, procedures, and regulations.
• Maintain a professional work environment and business-like appearance according to credit union policy.
• Assist members with online and mobile banking support, including troubleshooting login issues.
• Perform duties in both branch and contact center environments assigned.
• Adapt to daily operational needs, balancing in-person member service with phone and digital support.
• Provide shared support for the Contact Center, including handling inbound calls and member inquiries.
• Other duties or special projects as assigned.

Requirements:

• Minimum 2 years of customer service or call center experience, preferably in a financial institution.
• Must be proficient in job related technology applications including the Credit Union’s operating system and lending system.
• Proficient in Microsoft Applications (Word, Excel, PowerPoint, Outlook).
• Strong communication, problem-solving, and interpersonal skills.
• Ability to multitask in a fast-paced, phone-based environment.
• Proficient verbal and written skills required to effectively communicate in the English language.
• Comprehensive understanding and knowledge of Credit Union key objectives, product and service solutions to uncover and address member needs.
• Knowledge of state and federal laws and regulations that pertain to all membership, deposit and plastic card services offered including all forms, rates and necessary documentation.
• Effective analytical skills with proficient math aptitude.
• Full time hours required, additional hours as necessary.