Contact Center Officer

Maps Credit Union seeks a full-time Contact Center Officer to provide exceptional service and information to members regarding Credit Union products or services, member transactions, and account inquiries. This position is in a call-center environment.

Key Responsibilities include:

1. In a call center environment, provide service to personal and business members by opening, setting up and performing maintenance on the following types of accounts or services: savings, checking, certificate and loan accounts, online banking, debit cards, direct deposit, and automatic transfers.
2. Assist with transactions and inquiries on accounts via member-initiated phone calls, emails, online banking messages and chat with efficiency and accuracy. Answer member questions and solve problems regarding all accounts and statements.
3. With an advanced knowledge of Maps’ products/services, conducts needs-based conversations with current and potential members in order to deepen their relationship by offering solutions that add value, build loyalty and support the members long-term financial goals.
4. Confidently recommend and connect qualified members to our business partners and facilitate a smooth transition.
5. Assist members by opening and maintaining IRA accounts. Process IRA contributions and distributions within established guidelines and regulations.
6. Provide support and education to members and staff regarding Online Banking, Payments, Privateline, and www.mapscu.com.
7. Provide advanced technical support and problem detection/resolution to members related to their account access on any devices, operating systems and web browsers.
8. Provide advanced research and support to members with inquiries regarding debit and credit card use. Work closely with our 3rd party card vendor to resolve member inquiries.
9. Provide loan information and conduct loan interviews with potential applicants to analyze loan needs. Explain loan options, rates and terms; explain features and advantages of credit insurance products to promote sales.
10. Process loan applications and obtain reports and information from credit reporting agencies. Prepare loan documents and disburse proceeds as needed.
11. Disclose loan payment, repayment, and interest charges to borrower consistent with credit union policy and governmental regulations. Cross-sell credit protection products.
12. Consult with applicants whose loans have been denied; assist in finding alternate financing as needed.
13. Provide loan payoff figures and bluebook information; act as a general resource for loan information.
14. Maintain operational knowledge by staying informed of all policies, procedures and promotions; report any needed changes to management.
15. Comply with Credit Union operations and security procedures by preparing Suspicious Activity Reports and adhering to authority limits, policies and procedures.
16. Maintain confidentiality and protect credit union operations by keeping negotiable instruments, cash, keys and member and/or credit union information secure at all times.
17. Maintain professional and courteous communication with all Maps team members.
18. Enhance job performance by applying up to date professional and technical knowledge gained by attending training sessions and reviewing professional publications.
19. Participate in committee and team projects outside the department as assigned by direct manager.
20. Assume responsibility for the daily operation of the Contact Center in the absence of Team Leader and Manager, as requested by management.
21. Support Contact Center staff with auditing, member follow-up, and training.
22. Continuously strive to meet organizational objectives through personal and department goals as assigned.
23. Follow regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance-related policies.