Call Center Representative

Essential Duties and Responsibilities:

• Handle a large volume of inbound and outbound telephone calls while providing courteous and personal service.
• Take ownership of every member interaction supporting first call resolution.
• Provide accurate, valid and complete information by using the correct procedures and available tools.
• Follow communication procedures, guidelines and policies.
• Handle member complaints, providing appropriate solutions.
• Adhere to established security procedures when verifying members prior to addressing their call.
• Carefully review member profile on core data and workflow computer system to reference member sales or service records to identify any previous issues that might assist with resolving their call.
• Analyze member needs, match services and loan products as needed, and promote automated services. Refer new accounts, new suffixes, and complete applications for automated services based on member needs.
• Provide detailed information to members on all Credit Union promotions and special account offerings.
• Respond to members' questions; resolve both financial and non-financial account discrepancies.
• Update member records with details of the call and the response.
• Meet specific, measurable service goals and handle multiple call queues.
• Adhere to and uphold all policies and procedures of the credit union.
• Correct errors on member's accounts; calculate penalties and dividends, when required.
• Review account memos to ensure they are current and applicable.

• Proficiency in operating call center systems and handling customer inquiries effectively.
• Demonstrable experience in a call center customer service setting.
• Exceptional communication skills, both written and verbal, to clearly address customer issues.
• Strong problem-solving skills to identify customer needs and provide appropriate solutions.
• Ability to work under pressure, manage high call volumes, and maintain a positive attitude.
• Proficiency in using computer systems, including Microsoft Office Suite and CRM software.
• Excellent interpersonal skills to build rapport with customers and provide a positive experience.