Remote

TITLE: Contact Center Representative I

DEPARTMENT: Contact Center

REPORTS TO: Assistant Vice President-Contact Center

SUPERVISES: N/A

FLSA STATUS: Non-Exempt

Purpose:

Serves as the liaison between the member and the Credit Union. Responsible for processing transactions and providing accurate information concerning the Credit Union and its products and services to the membership and potential members primarily by telephone. It is a top priority that all member interactions are handled in a professional and courteous manner.

Duties and Responsibilities:

Serve membership by providing service and information in a pleasant, efficient manner via telephone or correspondence, including but not limited to:

Researching and solving member questions, problems, and complaints concerning Credit Union Accounts via phone or electronic channels.
Verifying accounts.
Present and explain Credit Union products and services to members and assist in meeting their financial needs.
Answering questions regarding share accounts, share drafts, VISA debit cards, MasterCard credit cards, consumer loans, mortgage loans, Special accounts including Individual Retirement Accounts (IRA), Trust and Payable on Death Accounts, and certificates of deposit.
Place travel exceptions and review fraud cases for both the debit card and credit card portfolios.
Assist members with loan questions including rates, terms, and creating payment amortization schedules and payment calculations excluding mortgage loans.
Assist in servicing loans by processing payoff statements, address changes and payment due date changes.
Complete debit and credit card disputes and fraud claims.
Complete Automated Clearing House (ACH) payment requests and other accounting and account maintenance forms.
Complete written third-party verifications for loan payoffs, Social Security Administration, and verification of deposits.
Process Automated Teller Machine (ATM) and mobile deposits, complete third-party loan payment processing, pending escalations and online bill payment verifications.
Troubleshoot member issues with online banking and electronic money transfer services.
Process returned mail for the Credit Union.
Process incoming and outgoing wire transfers.

2. Perform routine transactions, including but not limited to opening new accounts, share certificates, processing deposits, withdrawals, loan payments,

transfers, payroll deductions, loan advances and direct deposits.

3. Balance virtual non-cash drawer transactions, checks and Teller Capture daily for the Operations Center.

4. Maintain knowledge of all state and federal regulations that are applicable to the transactions performed in the Contact Center and when working from

the receptionist desk.

5. Be knowledgeable about submitting Suspicious Activity Reports (SAR) when warranted.

6. Adhere to Credit Union “Service Standards” to ensure exceptional member experiences.

7. Maintain all Credit Union members and team members related business in strictest confidence.

8. Be knowledgeable in fraud prevention and red flags for check fraud when accepting mobile deposits and notify the Compliance Department when

suspicious activity or behaviors are uncovered.

9. Be familiar with security verification procedures and follow security guidelines.

10. Cover the receptionist desk at our Operations Center as needed. Project a professional and positive image as a representative for the Credit Union.

11. Assist with any other duty as assigned or required in connection with the general operation of the Credit Union.

Minimum hourly rate: $18 per hour

Requirements

Critical Knowledge, Skills, and Educational Requirements:

High School Diploma or equivalent.
A minimum of one year to three years of similar or related experience in a bank and/or credit union.
Excellent telephone etiquette and verbal communication skills.
Excellent interpersonal skills.
Exceptional organizational skills.
Must be dependable and reliable.
Must pass all credit and bond requirements.
In depth knowledge of Credit Union products and services is a plus.

Physical Requirements:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Normal office environment where there is little discomfort or exposure to hazards due to temperature, dust, noise, etc.
While performing the duties of this position, the team member is regularly required to walk; use hands and fingers, reach with hands and arms.
The team member consistently is required to stand and sit, view computer screen, talk and hear, and at times may lift/move up to 10 pounds.

EFCU Financial jobs

Contact Center Representative I