• Call Center Service Representative

    Posted: 11/06/2022

     

    Objective

    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.

    Duties and Responsibilities

    · Professionally service Member activity associated with loan and deposit services:

    o Provide accurate information for all products and services, as well as the status of all Member accounts

    o Open new membership and deposit accounts

    o Assume primary ownership over all Member issues by accurately documenting, researching, and resolving or escalating Member issues associated with any product or service

    o Cross-sell alternative or additional services where they best fit the Member’s needs

    o 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:

    o Assist in the development of competitive and/or Member information that will support sales initiatives

    o Act as liaison for MSRs and lending staff as needed to ensure timely and quality Member service

    o 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

    Required Qualifications

    · 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

    · Effective verbal and written communication skills

    Desired Qualification

    · Prior experience in a financial/banking institution