Call Center Representative

This is a peak time position, working 16-19 hrs per week. In order to be considered for this position, you MUSTapply on Paylocity at the following link: https://recruiting.paylocity.com/recruiting/jobs/All/b9944418-e383-4000-853f-3d5b60a36394/Westby-Coop-Credit-Union.

Call Center Representative is primarily responsible for courteous and efficient facilitation of telephone calls. Performs a wide variety of duties related to all phases of products, services and policies as embodied by Westby Co-op Credit Union done in accordance with procedures.

Principal Duties and Responsibilities:

• Answers member questions, completes non-monetary transactions, and forwards calls to the appropriate personnel or department for resolution in a prompt, courteous, professional and efficient manner.
• Demonstrates a helpful, polite, friendly attitude along with providing exceptional member service.
• Acquire an extensive knowledge of the telephone equipment used to facilitate all aspects of the position.
• Proper identification of members and maintain the integrity of our confidentiality policy at all times including maintaining a neat work area so confidential information is not compromised.
• Responsible for all aspects of the Online Services products as assigned.
• Educates members on products, services, fees and policies regarding their financial information and evaluate member needs to offer and set-up relevant products and services to members.
• Properly enter information into the computer program(s) regarding transactions, holds, statements, account updates, order requests and other related transactions.
• Assist the Accounting and Card departments with a wide array of account maintenance, reporting, and daily tasks. Update and revise general account information as well.
• Perform other job related duties and services as supervisor sees appropriate.

Work Relationships and Scope: Reports directly to the Call CenterSupervisor. Has direct phone contact with members and potential members on a daily basis. Also confers with the Compliance Officer as a resource on policy and procedure. Will work with almost all employees at WCCU on an occasional or regular basis.

Performance Dimensions:

• Provide outstanding service to members and thoroughly understand relevant issues and the administrative processes involved in choosing a proper course of action.
• Ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities while keeping the incoming calls a priority.
• Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed.
• Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.
• Possess ability to gain the trust and respect of members, management, employees, and outside business contacts while maintaining a positive, professional working relationship
• Enhances job growth through continuing education, as required or necessary.

Knowledge, Skills and Abilities Required:

Education/Experience Requirements: Previous related experience desired. High school education preferred. One to three months of related experience or training. Prior financial experience preferred.

Skills and Abilities:

• Excellent communications skills and proven effectiveness when working with members and staff. Also work in a courteous, respectful and efficient manner.
• Skillful listening, comprehension, and speaking ability to quickly decipher the needs of the person on the phone and relate the pertinent information requested.
• Proficient operation of a variety of general office equipment such as PC, software applications, typewriter, copier, calculator, telephone, copy machine, fax machine and other similar devices or programs related to the position.
• Ability to present ideas, report facts and other information clearly and concisely.
• Comprehend consequences of various situations and refer them to the appropriate staff for resolution.
• Manage personal work flow, incoming calls, process transactions correctly and meet deadlines by being organized, detailed and task-oriented.
• Ability to meet attendance standards and work overtime hours as requested and approved.
• Ability to count, add, subtract, multiply and divide accurately along with any other mathematical necessity.
• Ability to understand and follow safety/security practices.

Job Type: Part-time

Schedule:

• Day shift

Work Location: In person