Personal Banker - Call Center

Overview

UNIFY Financial Credit Union is one of the nation’s largest credit unions, known for financial soundness and growth. We expand rapidly to meet member needs, promoting a culture where ideas, growth, and individuals matter.

Provides Superior Service regarding all Credit Union services to members via telephone, in an accurate, timely, and professional manner.

• Answer and resolve routine and complex member inquiries, complaints, and concerns over the telephone, creating customized solutions while maintaining positive member service relationships.
• Explain the features and benefits of UNIFY membership, as well as products and services, preserving and enhancing the UNIFY brand.
• Receive and process requests, including, but not limited to, funds transfers, membership data changes, eBanking technical support, and loan payments.
• Navigate numerous specialized software systems and a member relationship application, at any given time, to fulfill member requests.
• Analyze a member's service needs and coordinate with other service or technical departments to develop and deliver an appropriate solution for each member.
• Work collaboratively with others in the department to build and maintain a strong, cohesive team by participating in training calls, conference calls, and other team meetings.
• Meet or exceed monthly quality standards and productivity levels established by individual and department key performance indicators.
• Maintain confidentiality and manage risk in every business, product, and service transaction. Leverage available tools to protect sensitive member information.
• Remain current and informed on all Credit Union procedures, products, services, and compliance regulations, serving as an advocate and subject matter expert for the Credit Union.
• Flexible with work schedule requirements. Must be able to work during the Contact Center Hours of Operation based on business needs, such as weekends, 1st or 2nd shift, and holidays. The position is subject to a performance-based shift selection process periodically.
• Perform all other duties, as assigned.

• Requires a high school diploma or equivalent. Some college preferred.
• Requires two years of experience, or a combination of experience, in the banking/financial, call center, sales, and/or customer service industry.
• Requires the ability to work with minimal supervision and under high call volume conditions.
• Requires intermediate proficiency in typing (40-60 WPM) and the ability to communicate effectively verbally and in writing.
• Technically proficient and competent with Microsoft applications, specifically Word, Teams, and Outlook.
• Requires consumer lending certification or the willingness and aptitude to gain certification within three months of hire.
• Flexibility with work schedule is also required.

We believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. We provide a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves.

• Medical, Prescription, Dental, Vision, Life, and Short- and Long-Term Disability Insurance
• Dependent and Medical Care – Flexible Spending Accounts
• Personal Time Off
• 401(K) Plan with employer match
• Education reimbursement for approved programs
• Banking privileges for you and your family

UNIFY is a drug‑free, EOE including disability/vet. For more information on UNIFY, visit us at