Provides quality service by phone, promotes credit union products and services in order to meet sales and service goals, and assists members with transactions and information on their accounts.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Consistently promotes credit union products and services in order to meet sales goals
Requires clear and professional communication in writing, in person, and on the telephone
Promptly answers incoming calls, direct calls to appropriate personnel, and assists callers with information or transactions on their account
Maintains occupancy times in order to meet service goals
Promptly completes service requests within established deadlines
Represents the credit union and department in a positive and professional manner
Performs non-cash related teller transactions and completes applicable forms and documentation, which includes but is not limited to:
Transfer of funds between share accounts
Cashier’s check issuance
Loan Payments
Credit Card Payments
Payroll or Periodic payment maintenance
ATM/Debit Card replacement requests
Check Orders
Share Certificate requests
Assists callers with ATM/Debit Card Dispute requests
Knowledge of various regulations, which includes but is not limited to:
Patriot Act
Bank Secrecy Act
Right to Financial Privacy Act
Regulation D “Transfer Limitations”
Regulation CC “Funds Availability Act”
Provides callers with information on their accounts, which includes but is not limited to:
Account balances
Deposit & Withdrawal History
Fees & Service Charge posting
Loan Payments, history, and due dates
Completes assigned duties, reports, and forms by established deadlines
Ensures safeguarding of member information by following identification and document retention policies
Efficient operation of the ACD telephone within established guidelines, and a firm understanding of its functionality, which includes but is not limited to:
Login/Logout
Not ready/make busy
Accept/Transfer/Conference Calls
Place Callers on hold
Information presented on the telephone display
Understands how telephone usage directly affects individual performance
statistics
Understands Field of Membership qualification process and assists callers as necessary
Provides information related to new account products and related services, which includes but is not limited to:
Features and benefit information for deposit products and related services
Annual Percentage Yield information for Deposit Account Products
Documents and information required to establish Deposit Accounts and
related services
Assists callers with basic information related to loan products and related services, which includes but is not limited to:
Features and benefits for consumer loan products and related services
Annual Percentage Rate information
Documents and information required to apply for a consumer loan product
Completes loan related forms accurately and within established guidelines
Reviews product knowledge manuals and utilizes the Intranet System to keep abreast of all products and services offered by HawaiiUSA Federal Credit Union
Attends meetings, workshops and training classes for professional development
Able to attend after-hour team meetings as necessary
Requires working well with all types of people
Requires handling of multiple projects and/or tasks by assigned deadlines
Requires ability to comprehend, respond and carry out instructions given
Requires keeping information confidential
Requires compliance with established policies
Requires frequent review of products, policies, and regulations
Requires ability to paraphrase and summarizes (verbally and in writing) member requests
Performs other duties as assigned
HawaiiUSA Federal Credit Union - 30+ days ago
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