Phone Representative

Description:

***This is not a remote position***

As the Phone Representative, you will be responsible for providing high-quality service and support to members and potential members through various communication channels, primarily telephone. You will handle inquiries, resolve issues, process transactions, and identify opportunities to promote credit union products and services. This position requires a strong focus on member satisfaction, effective communication, and adherence to credit union policies and procedures.

Requirements:

Key Responsibilities:

• Respond to a high volume of incoming calls, emails, and chat messages from members.
• Provide accurate and satisfactory answers to member requests and resolve concerns efficiently.
• Assist members with a wide range of requests, including: Account information (balances, transactions, statements); Loan and deposit services; credit, debit and ATM card services; transfers, payments and other transactions; troubleshooting digital services (online banking, mobile app)
• De-escalate situations involving dissatisfied members, providing patient assistance and support.
• Identify member needs and proactively cross-sell appropriate credit union products and services.
• Maintain accurate member account information and ensure data integrity.
• Follow all credit union policies, procedures, and regulatory requirements, including confidentiality and security protocols.
• Collaborate with other departments to resolve complex member issues.
• Participate in training and professional development activities to enhance knowledge and skills.

Qualifications:

• High School diploma or GED equivalent.
• 1 -3 years of similar or related experience, preferably in a call center or customer service role within a financial institution.
• Thorough knowledge of credit union policies, procedures, products, and services.
• Excellent verbal and written communication skills.
• Strong interpersonal skills, including active listening, empathy, and the ability to build rapport with members.
• Proven ability to handle difficult or stressful situations with a calm and professional demeanor.
• Strong computer skills, including proficiency in Microsoft Office applications (Word, Excel, Outlook).
• Detail-oriented with accurate data entry skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptability to changing workloads and evolving credit union products and services.
• May require non-traditional business hours, including Saturdays or evenings.

Physical demands

• The employee is regularly required to sit, talk, and hear.
• May be required to stand, walk, use hands and fingers, reach with arms, stoop, kneel, and crouch.
• Occasional lifting and/or moving of up to 10-15 pounds may be required.
• Specific vision requirements include close vision and the ability to adjust focus.

Preferred Skills & Traits:

• Bilingual (English/Spanish) is a plus.
• Passion for helping members