Call Center Member Service Associate

Salary Range: 21 to 25.5 (Currency: USD) (Pay period: per-hour-wage)

Responsibilities:

• Assists members with multifaceted online financial services (in-depth understanding of online products and services).
• Performs business account, IRA, and HSA transactions.
• Handles new account opening inquiries.
•  Process consumer loans; collecting supporting application documentation and entering loan information into the lending system.
• Advises members regarding available insurance protection (life, disability, gap, etc.).
CCMSA I (Basic):
• Maintains professional telephone skills by adhering to Call Center quality standards and consistent use of the Call Center telephone dialog.
• Participates in Call Center quality initiative by self-monitoring calls using call recording software and making the necessary adjustments to improve individual performance.
• Responds to member inquiries regarding the operation of accounts, account usage charges, access to accounts, interest rates on savings and loan products, resolving account discrepancies, credit, debit and ATM cards, account information, loan applications and assisting members to make the most effective use of services offered by the Credit Union.
• Processes a variety of financial transactions on member accounts including funds transfers, withdrawals, stop payments, loan payments, check orders, and issues cashier’s checks and share certificates.  May also process daily department mail.
• Maintains a thorough knowledge of Credit Union products and services and actively markets and cross-sells products and services offered by the Credit Union by educating members on the features and benefits of the products.
• Provides efficient and responsive service to members by maintaining an acceptable level of productivity as measured by established Call Center production metrics and actively strives to achieve any assigned goals for loans, deposits, and services.
• Utilizes keyboard, ten-key, and computer navigation skills in order to access multiple systems at the same time while typing and conversing with a member.
• Demonstrates good grammar while utilizing keyboard, ten-key, and computer navigation skills to access multiple systems simultaneously while typing and conversing with a team member.
 
CCMSA II (Broad): Has all job duties of an MSA I
• Ability to perform all Call Center MSA I duties and functions.
• Assists members with multifaceted online services (in-depth understanding of online products and services).
• Performs business account, IRA, and HSA transactions.
• Handles general new account opening inquiries.
• May handle consumer loan document collection.
• Advises members regarding available insurance protection (life, disability, gap, etc.).

Education and Experience:

• Call Center MSA I:
• High school diploma or general education degree (GED).
• A minimum of one year of customer service experience.
• Call handling is preferred. Applicable Environments: Financial Institutions, Retail with customer service call centers.
 
• Call Center MSA II:
• High school diploma or general education degree (GED).
• Experience in a High-Volume Call Center averaging 50-70 inbound calls a day.  Applicable Environments: Financial Institutions, Retail with customer service call centers.
 
• Call Center MSA III:
• High school diploma or general education degree (GED).
• Bank/Credit Union experience in Broad and Advanced financial products, including membership application establishment, document collection, and processing.
• Loan processing experience
• Active knowledge of the processes and practices of Specialty Accounts such as Trusts, IRA, HSA, Wires, Stop Payments, ACH, Estate Accounts, Deceased Customer Accounts, Foreign Non-resident accounts, Custodial Accounts, Business Accounts.
• Experience in a High-Volume Call Center averaging 50-70 inbound calls a day plus outbound calls. Applicable Environments: Financial Institutions, Retail with customer service call centers.