Financial Relationship Specialist - CAO Contact Center
CommunityAmerica Credit Union - Lenexa, KS

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Contact Center hours: 7am-6pm M-F. Need to be able to work the 9am-6pm shift after training. Possibility of weekend shifts forth coming.

GENERAL FUNCTIONS:

To provide professional, prompt financial service to all members and potential members in a sales/service culture. Continually educate and counsel members on credit union products and services in relation to the members’ needs.

PRINCIPLE ACCOUNTABILITIES:

  • Determine the members’ needs and cross-sell appropriate services and products. Continually improve member relationships.
  • Understand and apply savings policies, procedures and dividend rates to sales calls.
  • Understand the consumer lending process as it relates to cross-sales opportunities, loan products and interest rates.
  • Provide accurate account information using account security procedures.
  • Perform financial transactions in an efficient and precise manner.
  • Recognize account flags such as: account holds, delinquent loans and screen messages before disbursing savings/loan checks.
  • Support individual, team and credit union goals as determined by credit union management.
  • Provide quality member service that exceeds the members expectations.
  • Utilize system software provided (Spectrum, CSCS)
  • Must adhere to contact center matrix reporting requirements.
  • Promotes honest and open communication throughout the credit union.
  • Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics.
  • Work with other credit union departments to insure the workflow or process is providing the best service to the members.
  • Perform other duties as assigned.


  • KNOWLEDGE, SKILLS AND ABILITIES:

  • Knowledge of or willing to develop sales techniques.
  • Knowledge of credit union services and products.
  • Must be able to appropriately resolve conflicts and escalated issues.
  • Must be PC literate.
  • Able to function and thrive in a production environment.
  • Able to work effectively individually and within a team environment.
  • Ability to communicate effectively in writing and orally.
  • Ability to resolve interpersonal conflict and miscommunications.
  • Knowledge of spreadsheet software and ability to use word processing software.
  • Must be able to be bonded.
  • PHYSICAL ACTIVITIES:
    In this position, individual will be expected to lift up to 20 pounds from time to time. Also, must be able to stoop, bend, reach, stand and sit and use a computer for extended periods of time.

    WORKING CONDITIONS:
    This position is expected to work in a fast-pace contact center environment and may have to travel by reliable car for visits to other credit union facilities or for training purposes.

    EDUCATIONAL/EXPERIENCE REQUIREMENTS:
    High school diploma or equivalent required. Six months to two years experience in a financial institution, contact center or customer service position is required.

    EOE

    CommunityAmerica Credit Union - 13 months ago - save job - block
    About this company
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    CommunityAmerica is the parent organization to the financial institutions known as TWA Credit Union and Yellow Financial Credit Union. It...