Credit Union Call Center

Position Overview: As a Call Center Representative, you will be responsible for delivering high-quality service to our members through inbound and outbound calls, emails, and other digital channels. You will serve as the first point of contact for members seeking assistance with their accounts, inquiries about products and services, and resolution of issues or concerns. The ideal candidate will have excellent communication skills, a passion for helping others, and a commitment to delivering exceptional service.

Key Responsibilities:

Member Assistance:

Handle incoming calls from members regarding account inquiries, transactions, loan applications, product information, and general assistance.

Provide accurate and timely information to members, addressing their questions, concerns, and requests in a professional and courteous manner.

Problem Resolution:

Listen actively to members' concerns and issues, identify the root cause of problems, and work towards timely and effective resolution.

Escalate complex or unresolved issues to appropriate departments or management for further investigation and resolution.

Product and Service Promotion:

Educate members about credit union products and services, including savings accounts, loans, credit cards, online banking, and financial planning resources.

Identify opportunities to cross-sell products and services based on members' needs and preferences.

Quality Assurance:

Ensure accuracy and compliance with credit union policies, procedures, and regulatory requirements in all interactions with members.

Adhere to established call center protocols and service standards to maintain quality and consistency in member service delivery.

Documentation and Reporting:

Maintain detailed records of member interactions, including inquiries, resolutions, and follow-up actions, in the call center database or CRM system.

Generate reports and provide feedback to management on call center performance, member feedback, and areas for improvement.

Qualifications:

High school diploma or equivalent; additional education or training in business, finance, or related field preferred.

1+ years of customer service experience in a call center or similar environment.

Strong communication skills, both verbal and written, with the ability to convey information clearly and effectively.

Excellent interpersonal skills and a positive attitude, with a focus on building rapport and fostering positive member relationships.

Proficiency in computer applications, including MS Office and CRM software/systems.