Member Service -Contact Center

Would you like to join a growing, member-owned, not-for-profit financial institution that is one of the Best of the Best in Monmouth County per the Asbury Park Press Readers' Choice Awards? We have refreshed our brand, and our new CEO and Leadership Team are focused on the well-being of our Employees and the enrichment of the work environment! If this appeals to you and you would like to be part of a "Winning Team", then please consider applying for the Member Service -Contact Center position at First Atlantic Federal Credit Union.

Who we are:

Around here we do things differently. Maybe it's the ocean breeze. Or the music. Or the fact that we've been a part of the landscape for over 80 years. Around here we put our members first. Always have, and always will. At First Atlantic, local is more than a saying. It's knowing that when our community thrives, we all thrive. Our continued mission is to support our members and deliver the best value in financial services. It's where trust and tradition meet innovation and versatility, and the community is paramount.

First Atlantic is headquartered in Eatontown, New Jersey, with branches in Eatontown, Neptune, Oceanport, and Toms River. Anyone who lives, works, worships, volunteers, or attends school in Monmouth or Ocean counties is eligible to join. Family members of a First Atlantic member can also belong.

What we are looking for:

We are seeking a Member Service -Contact Center to provide exceptional customer service to internal and external members. Provide our credit union members with prompt, accurate and courteous information via our inbound call center. Responsibilities include the utilization of specialized PC software, cross selling of financial products and services, and the delivery of the highest quality of Member Service. Troubleshoots and resolves member accounts issues.

SUMMARY

The primary purpose of this position is to receive incoming calls and determines the products, services, or resources that the caller requires (or could benefit from). Provides direct support services to customers/members or connects them with the staff who can provide them the specific assistance they need.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Identify products/services that might be beneficial to customers and provide them with information over the phone about the products/services and how they would provide value to the phone and encourage them to upgrade their relationship with the company (cross-telling/selling).
• Cross-sell Virtual Branch and bill pay services and assist customers in setting up Virtual Branch enrollment and understanding the e-statement process.
• Perform teller functions for customers (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions, reissue and reset pin numbers, process loan or credit card payments, etc.) to assure customer's needs are addressed in a polite and friendly manner.
• Answer incoming calls and determine the needs of the caller and verify the caller's identity, then determine if you can provide direct assistance (i.e. teller services) or that you will connect the caller with the appropriate resource to address their need, minimizing the caller's time and effort in resolving their concern.
• Monitor and process loan payoff information and provide this communication to dealerships and insurance companies in an accurate and timely manner.
• Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling customer requests and merchant verifications.

QUALIFICATIONS

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.

EDUCATION and/or EXPERIENCE

• High school diploma or general education degree (GED); one-year related experience and/or training; or equivalent combination of education and experience.

• Two to five years of similar or related experience, including time spent in preparatory positions.

• Excellent communication skills