New hires will receive a $1,000 sign-on bonus!

($500 after 30 days and $500 after 90 days of employment)

General Summary

The Call Center Representative (also known as our eSolutions Representative) is responsible for consistently delivering world class service to members, uncovering and understanding our members known and unknown needs and finding solutions to help them achieve those needs. The ideal candidate will be able to multi-task effectively while answering a high volume of calls and handle and resolve a variety of situations impacting our members’ financial lives.

Reporting Relationships

Reports to the eSolutions Manager

Specific Responsibilities and Duties:

• Exceed members’ expectations through efficient, proactive and accurate service to ensure a superior member experience by actively listening and assessing the needs of the member, explaining the features and benefits of targeted solutions and ensuring first-call resolution of members concerns.
• Serve members’ financial needs via all remote communication channels: fulfilling requests, answering inquiries, completing transactions, resolving problems, maintaining database, and by providing information and education regarding Credit Union services.
• Promotes an effective team relationship and contributes to a productive, team-oriented work environment.
• Responsible for the day-to-day application of organizational policies and procedures to help members
• Participates in regular staff meetings to include training to ensure staff is thoroughly trained in all Credit Union products and services as well as regulatory requirements that apply to their daily function.
• May open new memberships and/or additional products for new and existing members and assists members with automated services. Stays abreast of latest changes in products, services, consumer protection laws, rate changes and Credit Union policies and procedures.
• Support the achievement of both individual and team based sales, service and operational goals by understanding members stated and unstated needs, and taking advantage of opportunities to strengthen member relationships through the proactive cross-sell of SafeAmerica products and services.
• Participates in special projects as assigned.

Essential Functions, Skills and Abilities:

Includes the possession of, but is not limited to:

Required:

• Prior experience in a sales and service environment.
• Prior banking/credit union experience.
• Knowledge of banking products and services and knowledge of general banking policies, programs, procedures and financial practices and an ability to explain financial concepts, policies and procedures clearly and succinctly to others.
• Demonstrates excellent telephone etiquette and an ability to establish rapport with members over the phone.

Technical knowledge:

• Competence in personal computer skills working in a Windows environment, with particular knowledge of word processing and spreadsheet applications: ability to quickly learn specialized software applications.
• Ability to calculate figures and amounts such as discounts, interest, commissions and percentages. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

Physical abilities:

Include but are not limited to:

• The ability to compare and continuously be alert, use judgment, and be patient; and the continuous need to use auditory perception, memory and reasoning ability. While performing the essential duties of this job, the employee is regularly required to talk or hear.
• The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

Schedule:

Monday - Friday 8:45am - 5:30pm / Occasional Saturdays are Required

This position is classified as a Hybrid position. All training is completed in office. Once the employee has successfully completed training, and both the employee and the department Supervisor believe the employee can work successfully from home, then the position may transition into a hybrid working environment.

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