Phone Center Representative I

Job Description

Job Description

POSITION TITLE :

Phone Center Representative I

REPORTS TO :

Phone Center / University Branch Manager

JOB GRADE : N6

PAY RANGE :

$20.00 / hour - $29.27 / hour, Non-Exempt

Dependent on experience

Position Summary

Demonstrate a high level of member service by supporting multiple contact channels, primarily via telephone. Under general supervision of the Phone Center / University Branch Manager, and in conformance with established policies and regulations, match credit union products and services to member needs.

Duties and Responsibilities

Phone Center :

• Assist members over the telephone by processing transactions and providing information on Credit Union products and services
• Help resolve member questions and account issues through research and follow up
• Advocate for our members and be willing to escalate calls or solicit help when needed
• Deliver excellent member service in an efficient and professional manner
• Maintain confidentiality of member and credit union records
• Recognize red flags and inconsistencies during member interactions
• Demonstrate empathy on each member engagement
• Meet individual goals while contributing to Contact Center objectives
• Understands and follows the CU’s BSA-AML compliance program including but not limited to :
• Filing Currency Transaction Reports
• Filing Suspicious Activity Reports
• Conducting OFAC checks in accordance with the CU’s OFAC screening procedures
• Perform member transactions with a high level of accuracy
• Process mail deposits / payments, account closure requests, and perform account maintenance such as address changes, ordering ATM / debit cards, check orders, etc.
• Perform job functions of University Branch Member Service Representative, as needed
• Performs other duties as assigned
• Helps with branch’s assigned collateral duties

Additional Responsibilities :

Education / Experience Requirements

Working Conditions / Physical Demands