[Hiring] Phone Center Representative @VANTAGE CREDIT UNION

Role Description

• Responsible for answering incoming calls while maintaining excellent member service.
• Verify the member's identity, determine the needs of the member, and resolve member concerns without transferring when appropriate.
• Respond professionally to live chat conversations and email requests while providing excellent member service.
• Identify referral options for loans and deposit services by staying abreast of products and services, and meet sales targets.
• Research and resolve complaints to ensure member retention and satisfaction.
• Exercise tact, judgment, and initiative in working with members and team members.
• Train and develop Member Care representatives as assigned by the Member Care Manager, Assistant Member Care Manager(s), and/or Member Care Coordinator(s).
• Review and make recommendations to update procedures as needed.
• Take advantage of cross-sell opportunities and provide members with solutions to financial issues when appropriate.
• Encourage all potential members to join the credit union by thoroughly explaining services and offering to provide information.
• Meet or exceed individual and team productivity and quality standards.
• Perform other individual and/or team tasks as assigned by the Member Care Manager(s), Member Care Assistant Manager(s), and/or Member Care Coordinator(s).

Qualifications

• Above average written and oral communication skills; can comfortably handle interactions with people at all levels.
• A good listener who is empathetic with board, staff, and member needs; good math aptitude.
• Ability to meet simultaneous deadlines and effectively organize and prioritize work while working under pressure.
• Sensitive to executive etiquette and protocol; able to recognize and handle different personalities.
• A high degree of poise and tact to represent the credit union positively.
• A positive individual who is team-oriented and receptive to learning new tasks.
• Ability to organize and prioritize work with little direction.
• Proficient with various computer software programs and experienced with operating automated and standard office equipment.

Requirements

• Integrity and high moral responsibility.
• Analytical ability, with the incisiveness to ask discerning questions.
• Ability to evaluate each situation as its own and think outside the box for solutions.
• Works well with management and staff to build positive working relationships and achieve group cohesiveness and objectives.
• Willing to put in the time necessary to get the job done; flexible and able to adapt to changing situations.

Education and Experience

• High school diploma or equivalent; associate degree in a business-related field or equivalent of one to two years of customer service experience is desired.
• Supplemented by general business courses in a continuing education setting.
• Lending or credit experience is desirable but not required; education and experience may be substituted.

Physical Requirements

• Occasionally remain in a stationary position which may be standing or sitting for a prolonged period of time.
• Occasional travel or moving from one office location to another or from one department to another at the headquarters building.
• Occasional lifting, moving, or adjusting objects up to 20 pounds.
• Constant communication with others through various channels including verbal, email, and chat.
• Work will be in a commercially reasonable temperature-controlled environment.
• Occasional temporary exterior site review which could be in outdoor elements of wind, rain, or snow.

Benefits

• $500 Sign-On Bonus
• Position is typically Monday through rotating Saturdays, is full time.
• Possible remote options when exceeding expectations.