Call Center Representative

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

Respond to and assist members via telephone calls, letters, messages, and emails including but not limited to:

• Provide account balances.
• Transfer funds.
• Verify deposits.
• Reset PIN numbers.
• Update account information.
• Close accounts.
• Open, close, and renew certificates of deposit.
• Opt members in and out of courtesy pay.
• Set up an account to account transfers.
• Process stop payments.
• Process loan payments.
• Process WIRE transfers.
• Verify cashier’s checks.
• Reorder and close credit and debit cards.
• Pull and mail or email check copies.
• Place new check orders.
• Provide SSA verifications, Medicaid, and SWBC
• Process payments.

· Process returned mail and address changes.

• Unblock suspended draft accounts and reset accounts blocked by authentication failure.
• Quote loan rates and NADA values.
• Process return mail and account payments.
• Process one-time pin request.
• Assist members in setting up or resolving issues with BillPay.
• Assist members in setting up or resolving issues with Online Banking and Voice 24.
• Assist members in setting up or resolving issues with Mobile Banking.
• Scan, Index, and Quality Check prepared documents for accuracy on imaging system to member’s account.
• Cross-sell all products and services.
• Other duties as assigned.

QUALIFICATION REQUIREMENTS: 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.

EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED) required, Associates or bachelor’s degree preferred; or six to twelve months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS: Excellent oral and written communication skills. Ability to read and comprehend instructions, procedures, correspondence, and memos. Ability to compose professional correspondence. Ability to effectively present information in individual and small group settings to members, clients, and other employees of the organization.

MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, interest, dividend, and percentages and to draw and interpret bar graphs.

REASONING ABILITY: Ability to apply common-sense understanding to accurately perform detailed written or oral instructions. Ability to analyze and resolve problem situations with Members and staff. Ability to establish and maintain effective professional relationships with officials, coworkers, examiners, auditors, and members.

PHYSICAL DEMANDS: The physical demands described here are a representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; to use hands; reach with hands and arms, and talk or hear. The employee frequently is required to sit. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: From $14.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 2 years (Preferred)
• Call Center: 2 years (Preferred)
• Financial Services: 2 years (Preferred)

Work Location: In person