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.
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.
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.
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.
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.
High school diploma or equivalent required. Six months to two years experience in a financial institution, contact center or customer service position is required.
CommunityAmerica is the parent organization to the financial institutions known as TWA Credit Union and Yellow Financial Credit Union. It...