Call Center Specialist

This a full-time position with a 37.50 hour work week. Monday-Thursday 8:30-4:30, Friday 8:30-5:30 and alternating Saturdays 8:45-12:00.

Job Title: Call Center Specialist

Department: Retail Operations

Reports To: Call Center Manager

FLSA Status: Non-Exempt

Location: 350 Salem Turnpike (homebase) travel amongst branch and call center locations.

SUMMARY

The Call Center Specialist position requires an outgoing and enthusiastic professional interested in building upon new and existing member relationships in a proactive, fast paced, retail sales environment in the Credit Unions retail branches and call center. This position is responsible for processing a variety of member teller transactions while also responding to member requests via telephone and the Credit Union’s e-services platforms. Additionally, the Call Center Specialist will assist in opening new memberships and accepting loan applications for new and existing members.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Assists members and potential members with their requests in person or by telephone.
2. Answers questions about products and services the Credit Union offers while also resolving problems.
3. Identifies cross-sell opportunities and cross-sells products and services to members in person and through the telephone.
4. Responsible for meeting sales goals and expanding the member relationship.
5. Performs all teller functions, such as processing deposits, withdrawals, payments, transfers, selling money orders, maintaining cash drawer, and accurate knowledge of cash advances.
6. Monitor and respond to online banking inquiries and text messaging.
7. Prepare e-sign packages and assist members in the proper completion and electronic signing of documents.
8. Accept loan applications in person and over the phone. Explains a variety of lending options and products to members in a professional and courteous manner.
9. Obtain and analyze credit bureau reports, verify information, calculate debt ratios and submit loan applications in the Credit Union’s Loanwriter software.
10. Travels among all Credit Union branch locations and the Call Center to provide support during staffing shortages.
11. Demonstrates a strong working knowledge of Credit Union products and services and is responsible for meeting or surpassing individual sales goals
12. Educate members on online banking and bill pay services.
13. Performs other related duties upon request.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.