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Form of work
SalaryDescription
This position provides phone and Internet assistance to members regarding their account relationships with the credit union. This position provides members with a convenient access to a staff person that gives them personal assistance through automated channels.
Nature and Scope
This position provides quality service to our members within defined service standards for projected call volumes. This position is assigned to various workgroups based on call types. The call types are established to provide information and service to all areas of the credit union. This position more than any other in the credit union is required to have the most knowledge of all products and services. Employees must have demonstrated knowledge and sales performance before moving into the higher-level workgroups.
Specific Accountabilities
- Provide quality customer service over the phone and internet
- Educate, promote and sell credit union products based on identified needs.
- Ability to continually learn about credit union products, services and promotions
- Ensure that proper documentation is disclosed to applicant to comply with laws, regulations and policies that relate to credit union operations.
- Recommend other credit union products (cross-sell) based on identified needs through the interview process. Typically 50% of this job’s requirements are cross selling.
- Additional duties as assigned.
Knowledge, Skills and Abilities
- Excellent telephone communication skills
- Ability to handle multiple tasks
- Ability to work in a fast paced team environment
- General computer knowledge
- Ability to diffuse an irate member
- Problem solving skills
- Understanding of credit union products, services and promotions
- Ability to listen to the members needs and/or concerns
- Personal integrity and reliability
- Eligibility to be bonded
- Ability to adapt to non-traditional work schedule/hours
- Ability to incorporate AFCU performance attributes in daily work activates
Education and Experience
- Past experience in a credit union call center preferred.
- Past experience in a customer service related position preferred.
Job Type: Full-time
Pay: $18.00 - $19.00 per hour
Benefits:
- 401(k)
- 401(k) 3% Match
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid training
- Referral program
- Tuition reimbursement
- Vision insurance
- Volunteer time off
- Wellness program
Physical setting:
- Call center
Schedule:
- Monday to Friday
Ability to Relocate:
- Winston-Salem, NC: Relocate before starting work (Required)
Work Location: In person
