Job Details Job Location Acre Crossing - Lowell, MA
Position Type Full Time
Salary Range $17.15 - $25.73 Hourly
Description ROLE: Serves as the primary agent for building member relationships through education about credit union products and services via telephone. Adheres to credit union policies and procedures to ensure ethical and compliant business practices while performing various transactions and service requests accurately and efficiently.
ESSENTIAL FUNCTIONS AND RESPONSIBLTIES - Accepts incoming calls, greets members, and provides relevant information regarding transactions, products, and services via telephone. Takes responsibility for fulfilling member service requests, including account opening, access services, maintenance, wires, and loan applications. Adheres to all department processes, procedures, policies, and compliance regulations, including member identification/authentication procedures and confidentiality policies. Assists the Member Contact Center in meeting or exceeding its abandoned call rate and service level metrics. Strives for a first-call resolution to support service expectations.
- Demonstrates a commitment to learning and thoroughly understanding all credit union deposit and loan products and services.
- De-escalates challenging member situations by problem-solving, exercising sound judgment and decision-making skills while demonstrating a special effort to say yes.
- May complete transactions of increased complexity, such as IRA, business, and fiduciary account opening, and initiating domestic and international wires with assistance from a higher-level team member.
- Actively engages in the relationship-building process through educating and referring Credit Union products and services. Takes responsibility for directing members to the appropriate department or resource for further information and services as necessary.
- Performs individual settlement procedures, balances daily transactions, and assists with department balancing.
- Performs other job-related duties as assigned.
Qualifications KNOWLEDGE AND SKILLS Experience: - One year of related experience is required. Call-center experience is preferred.
Education: - High school diploma or equivalent required or an equivalent combination of education and experience.
Interpersonal Skills: - Position requires significant contact with others inside and outside the Credit Union, thus requiring a high degree of confidentiality, discretion, diplomacy, and tact in communication. Builds relationships and fosters positive interactions with Credit Union team members, members, and vendors by demonstrating friendly, helpful, and efficient service. Excellent telephone and verbal communication skills are required, including positive tone and explaining financial concepts clearly and concisely. Patience, active listening, and sound judgment are required. Must have the ability to understand and communicate products, services, and regulations.
Other Skills: - Proficiency with Microsoft Office, business applications, and learning the core system and other related software are required. Must have the ability to apply cognitive reasoning to daily tasks, take ownership, and work independently and as part of a collaborative team. Must be highly motivated, detail-oriented, organized, and efficient with multitasking. Must be able to work in a professional, high call-volume call center environment without sacrificing the quality and accuracy of work performed.