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SalaryPosition: Service Representative
Reports To: Branch Manager, Float Team Manager
Position Type: Non-Exempt
Manages: None
POSITION SUMMARY
Identifies opportunities to service our membership through daily conversations and referrals. Executes elevated levels of professionalism by building rapport and emphasizing accuracy every day. Evaluates productivity by understanding the business impact of the results that are generated and the decisions that are made. Connects the membership with the 3Rivers team by assisting in problem resolution and using effective communication.
PERFORMANCE STANDARDS
Position Type: Non-Exempt
Manages: None
POSITION SUMMARY
Identifies opportunities to service our membership through daily conversations and referrals. Executes elevated levels of professionalism by building rapport and emphasizing accuracy every day. Evaluates productivity by understanding the business impact of the results that are generated and the decisions that are made. Connects the membership with the 3Rivers team by assisting in problem resolution and using effective communication.
PERFORMANCE STANDARDS
What does this position do?
Strengthens existing member relationships and establishes new memberships by uncovering money matter needs through outstanding service.
Who does this position work with to get the job done?
Supports the branch and Team3 by being a committed team player. Provides flexible and responsive support to member requests by leveraging internal resources as needed.
What does the work from this position produce or generate?
Service Representatives are the face of the Credit Union. They define the member experience by providing outstanding service through accurate transactions and professional conversations. Demonstrates a basic knowledge of our products and services to uncover financial needs.
What is the impact of this position?
Service Representatives have the greatest ability to impact Net Promoter by making every interaction count and providing great service one member at a time. This position impacts the Measures That Matter by maximizing member loyalty and satisfaction results through consistency in service and conversations.
How adaptable & flexible does this position need to be for 3Rivers?
Must be prepared to handle ever-changing member needs in a constantly-changing and sometimes stressful environment. Can rebound quickly when things don’t go according to plan. Appropriately accesses resources to consistently achieve the service level standards while making productive and effective decisions.
ACTIVITY & KNOWLEDGE REQUIREMENTS
Work Environment
Physical Effort
Knowledge Requirements
EDUCATION AND/OR EXPERIENCE
Strengthens existing member relationships and establishes new memberships by uncovering money matter needs through outstanding service.
Who does this position work with to get the job done?
Supports the branch and Team3 by being a committed team player. Provides flexible and responsive support to member requests by leveraging internal resources as needed.
What does the work from this position produce or generate?
Service Representatives are the face of the Credit Union. They define the member experience by providing outstanding service through accurate transactions and professional conversations. Demonstrates a basic knowledge of our products and services to uncover financial needs.
What is the impact of this position?
Service Representatives have the greatest ability to impact Net Promoter by making every interaction count and providing great service one member at a time. This position impacts the Measures That Matter by maximizing member loyalty and satisfaction results through consistency in service and conversations.
How adaptable & flexible does this position need to be for 3Rivers?
Must be prepared to handle ever-changing member needs in a constantly-changing and sometimes stressful environment. Can rebound quickly when things don’t go according to plan. Appropriately accesses resources to consistently achieve the service level standards while making productive and effective decisions.
ACTIVITY & KNOWLEDGE REQUIREMENTS
Work Environment
- Normal accessibility of branch and corporate work sites required for the position.
- Normal exposure to cramped spaces, loud noises, dust, and work safety hazards.
- Normal amount of extended work hours required.
Physical Effort
- Normal physical mobility, which includes movement from place to place on the job, taking speed and distance into account.
- Normal physical agility, which includes ability to maneuver body while in place.
- Normal physical strength to handle routine office materials and tools.
- Normal physical strength to handle 50-pound object, taking frequency into consideration.
- Normal dexterity of hands and fingers.
- Normal coordination, including eye-hand, hand-foot.
- Normal endurance.
Knowledge Requirements
- Excellent communications skills (both oral and written)
- Ability to gather and analyze data.
- Experience preferred in regards to cash handling (cashier) and clerical office work.
- Strong sales and service skills
- Ability to operate computer, phone, calculator, and other office equipment.
- Interpersonal skills to present the Credit Union in a positive way during transactions.
EDUCATION AND/OR EXPERIENCE
- High School diploma or equivalent
- College degree and/or sales experience, preferred
Position: Contact Center Representative
Reports To: Contact Center Representative Manager
Position Type: Non-Exempt
Ability to work from home when a Financial Wellness Ambassador's Certification is obtained.
POSITION SUMMARY
Position Type: Non-Exempt
Ability to work from home when a Financial Wellness Ambassador's Certification is obtained.
POSITION SUMMARY
The Contact Center Representative is a key role in the Member Services Resource Center that is in direct contact with our membership via phone or online chat. It is best suited for individuals who thrive in fast-paced environments with minimal oversight. Team Members in this role perform transactions and inquiries on members’ accounts in accordance with current practices while ensuring their information and transactions are kept confidential. Eliminating friction points in the member experience by informing members of self-service options requires patience, attention to detail, and excellent communication skills. Providing accurate information to members regarding card services and account inquiries ensures all team members are creating business need and value by acting in the best interest of the membership while adhering to required regulations such as Reg CC, Bank Secrecy Act, OFAC, Patriot Act, Reg E, Reg DD on a daily basis. Establishing trust while creating a positive and productive service experience is why Contact Center Reps are one of the most important teams in our member experience network. This is an entry level position that requires basic transaction and payment knowledge, provides general information on self-service options, and routine member interaction.
PERFORMANCE STANDARDS
What does this position do?
Strengthens the Credit Union position by blending sound judgment and business practices when following processes and procedures. Supports Team3 by being a committed team player. Provides flexible and responsive support by leveraging internal resources as needed to make sure membership needs are met in a timely manner.
Who does this position work with to get the job done?
Routinely collaborates with all resource centers to ensure that communication is consistent and that member's needs are met in a timely and efficient manner. Provides flexible and responsive support to the membership and the entire workforce in order to produce results year after year.
What does the work from this position produce or generate?
Member-first mentality by providing effective & timely service in collaboration with other team members. Creates a team member experience that mirrors our business model in providing engaged and willing assistance to others throughout 3Rivers. The focus is to represent 3Rivers as a knowledgeable professional, holding to the highest standards of member service.
What is the impact of this position?
Significant daily impact on the Measures that Matter by providing an outstanding member experience. This position impacts the Measures That Matter by maximizing member loyalty and satisfaction results through consistency in service and conversations. Impacts the Measures that Matter by walking the talk on employee engagement and ensuring compliance with policies, procedures, laws and regulations.
How adaptable & flexible does this position need to be for 3Rivers?
Must be prepared to handle ever-changing member needs in a constantly-changing and sometimes stressful environment. Maintains focus when disruptions might detract from concentration on a key objective. Can rebound quickly when things don’t go according to plan. Accepts and adapts to changes quickly, including new technology, processes and models.
ACTIVITY & KNOWLEDGE REQUIREMENTS
Work Environment
Work Environment
- Normal accessibility of branch and corporate work sites required for the position.
- Normal exposure to cramped spaces, loud noises, dust, and work safety hazards.
- Normal amount of extended work hours required.
Physical Effort
- Normal physical mobility, which includes movement from place to place on the job, taking speed and distance into account.
- Normal physical agility, which includes ability to maneuver body while in place.
- Normal physical strength to handle routine office materials and tools.
- Normal physical strength to handle 50-pound object, taking frequency into consideration.
- Normal dexterity of hands and fingers.
- Normal coordination, including eye-hand, hand-foot.
- Normal endurance.
Knowledge Requirements
- Professional, enthusiastic voice
- Knowledge of office procedures and equipment.
- Knowledge of computer functions.
- Exceptional organizational and communication skills.
- Dexterity to do multiple functions at the same time, ie. answer phones, take notes, and perform transactions.
- Ability to maintain composure and positive attitude at all times.
- Basic knowledge of loans, types and purposes.
EDUCATION AND/OR EXPERIENCE
· High School diploma or equivalent
- College degree and/or business school courses, preferred
- Experience preferred in regards to telephone customer service
