TELESERVICE REPRESENTATIVE

Mission: We help people improve their lives financially and support the communities we serve.

Job Summary: Receives members and potential members through designated delivery channels. Builds positive relationships with all contacts by providing accurate, superior service. Educates and refers members to Credit Union services that can help each individual member.  

All job positions at 7 17 Credit Union may be assigned further duties with or without notice, verbally or in writing.  Essential duties and responsibilities include the following. 

Primary Duties:

     1.  Accomplishes three objectives with each incoming call:

• Provide superior member service;
• Fulfill the primary objective of the call; and
• Identify other potential member needs; and refer/sell appropriate credit union products and servi2. Maintains high accuracy in handling of all transactions and assigned duties, especially those dealing with members’ accounts.

     2.  Meets established levels of productivity in product and service sales/referrals and other goals as determined by the Credit Union.

     3.  Creates a positive experience by always using the member’s name and exceeding member expectations while conducting transactions in order to maintain service goals at the acceptable level as determined by the Credit Union.

    4.  Identifies callers using the prescribed security questions to insure proper caller identification.

     5.  Receives members by phone and determines the nature of the members' business. Handles numerous personal and  business account transactions including but not limited to:

• Monetary transactions including transfers between accounts and check withdrawals   
• Providing loan payoffs and other loan information
• Processing preliminary member reported fraud claims pertaining to stolen or lost ATM/debit cards, VISA cards, ACH transactions, check forgery and internet phishing.
• Identifying and resolving member issues when possible or submitting Helpdesk ticket to appropriate area for research and/or resolution.
• Accepting member requests for changes to IRAs and CDs and submitting the instructions to the appropriate area for completion.
• Receiving and processing transfer requests including payroll setups and allocations, ACH origination and loan payments.
• Accepting account data change requests and submitting to appropriate area for completion.
• Submitting on-line banking reset requests; providing log on assistance and bill payment instruction.
• Placing stop payments on members’ checks and ACH debits.
• Exercising good will with members by waiving certain fees within established guidelines.
• Submitting member comments to appropriate area when additional follow-up is required to meet members’ needs.
• Participating in member surveys, Annual Meeting Reservations and identifying types of calls by using the designated contact management tools.

     6.  Providing through delivery channels, routine information concerning the Credit Union services or policies and third party  Credit Union supported vendors, including: What is a Credit Union; eligibility for membership; how to apply for membership; type of accounts available; insurance products; the locations of the Credit Union, office hours and delivery services.

Confidentiality Requirements: Must keep members' transactions and other Credit Union business in strictest confidence.

Travel Demands:  Limited travel as circumstances dictate.

Prerequisite Education:  High school diploma or equivalent

Prerequisite Experience:  Direct sales or cross sale/referral experience within the last three years or completion of the current Credit Union sponsored sales/referral training.

Required knowledge, skills and abilities once in the job:

      1.  Customer service attitude and skills to include: Team player attitude, commitment, patience, enthusiasm, creativity, listening, comprehension, initiative, cooperation, attention to detail, resourcefulness.

       2.  Professionalism to include:  Confidence, good judgment, appropriate demeanor and appearance; ability to interact with employees and members.

       3.  Skills to include: Problem solving, decision making, time management, interpersonal communications, organization.

       4.  Other:   Excellent oral communication and skills required.   Must be able to deal effectively with difficult contact situations.  Must demonstrate comfort with sales-focused responsibilities. 

       5.  Other:  Maintains overall knowledge of the resources and services of the Credit Union as front-line first contact with members; conversant in alternatives to steer the member to the correct department in the Credit Union that has the knowledge or expertise desired by the concerned member.

       6.  Other: Ability to work proficiently in a Windows based environment.

Certifications, licenses required once in the job: Bondable

Physical, Mental or Visual Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to: stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk or hear, taste or smell.

This job regularly requires the employee to lift 1 to 10 pounds 1 times per day.

Specific vision abilities required by this job include:  close vision, distance vision, color vision, peripheral vision, depth perception, the ability to adjust and focus.

Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.