Call Center Representative

Call Center Representatives are responsible for projecting a professional and positive image by providing quality member service delivery electronically and by telephone. They provide information and process transactions through phone calls, Live Chat, Video Chat, Secure Messaging, ITM’s and email. Call Center Representatives also act as a liaison between credit union staff and management for telephone problems and/or service requests.  

Duties and Responsibilities

Assists members with their account relationships:

• Provides exceptional member service by answering and routing incoming calls accurately and efficiently.
• Responds promptly to members with questions, concerns, problems or complaints and directs them to the proper departments for assistance.
• Provides account information such as balances, check clearings, deposit postings and statement information.
• Provides new membership information to potential members and initiates credit checks.  
• Follows up with new members to assess service satisfaction and determine if needs have been met.
• Instructs and guides members on the use of online banking and telephone banking products.
• Assists members in the opening, servicing, or closing of all types of credit union accounts.
• Completes transactions related to establishing or changing account ownership.
• Orders checks for members using the check provider's system.
• Processes share withdrawal requests, pre-authorized credit line advances, transfers between accounts, deposits and payments received through the mail.
• Records, completes and modifies payroll distribution requests.
• Educates members on the value of other credit union services, and how those services might positively affect the member's financial situation.
• Explains procedures and initiates name and address changes for members.

Assists department staff and members with more complex and/or detailed transactions:

• Assists with researching inquiries regarding transactions, statement copies, check orders and check copies.
• Assists with wire transfer requests.
• Provides members with Visa balances, authorizations, payment amounts and disputed charge requests.  
• Calculates and provides mortgage, home equity and consumer loan payoff amounts.
• Assists in determining book values on vehicles and calculating approximate loan payment amounts.

Education and Experience Requirements

High school diploma or equivalent AND two years of experience working in a financial institution OR an Associate degree AND one year of experience working in a financial institution.

All employees must be bondable by MEFCU’s insurance policy. Continued employment is subject to maintaining favorable bondable status per insurance standards.

Knowledge, Skills, and Abilities

Employees in this position are expected to possess and demonstrate the following knowledge, skills, and abilities throughout their employment:

Knowledge of: credit union philosophy, work procedures, and financial institution operations; various financial roles such as Teller, Member Service Representative, Loan Officer; credit union products and their associated fees; rules and regulations governing financial accounts such as Truth-In-Savings and Bank Secrecy.

Skill in: communications, interpersonal skills; listening and assessing member needs; time management and organization; de-escalation techniques. 

Ability to: handle multiple tasks simultaneously with a high degree of accuracy; discuss loans and credit union products/services; troubleshoot various problems and work toward resolution.

Physical and Environmental Criteria

This physical effort required to perform this position is best described as: Sedentary- Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. The majority of this position involves computer work, which requires fine dexterity in the continuous movement of the wrist and fingers.

Sensory requirements necessary in the performance of the essential functions of this position include: sight, hearing, touch.

Environmental conditions that may exist in the performance of the essential functions of this job include: NONE.