Call Center Representative II

The primary purpose of this position is to assist Silver State Schools Credit Union to live out its Mission, “Excellent Member Service and Financial Solutions – For Life,” by providing outstanding service to both members and internal members. A key component of this service is to identify member needs and provide appropriate credit union product solutions.

• To deliver service in alignment with our Service Commitments:
  • I will earn respect and build trust by acting with integrity in every situation.
  • I will understand my role in supporting the team to achieve our purpose.
  • I will focus on people over products and build lasting relationships.
  • I will take ownership and accept responsibility.
  • I will treat my coworkers with the same high standards as I treat my member.
  • I will continuously look for ways to improve myself, my credit union, and my community.
  • I will accept that there is no “they”. We are one working toward the same mission.
  • I will commit to the core values.
• Possess adequate product knowledge as measured by the annual product knowledge certification assessment.
• Meet or exceed established sales and service goals.

Responsible for building relationships with our credit union members. Must be able to present credit union products and services that match the member needs. Assist members in resolving account and/or loan related problems.

Build member relationships through proactively identifying additional products and services that will aid the member in achieving their financial goals. Communicate effectively with prospective and current members and represent the credit union in a positive and professional manner. Provide highest level of caring, personalized service and quality products, while staying abreast of members’ needs and expectations.

Primarily provides member services via telephone, email, text, or chat by performing transactions on members’ accounts, answers questions and cross-sells credit union services, opening accounts, process loan applications, and resolving member concerns.

include the following. Other duties may be assigned.

In accordance with prescribed methods and operating policies and established practice, the Call Center Representative II:

• Contribute to the development and refinement of the credit union’s member growth and strategy working in a team environment dedicated to exceptional member service.
• Ability to perform in a high-volume/production, fast-paced Call Center environment processing new accounts and assisting members. This includes inbound and outbound calls to members and potential members offering products and services to enhance the member engagement.
• Ability to organize and prioritize work in a high volume and fast paced environment to ensure timely and accurate new account openings, processing of all requests, and resolving member questions, concerns, or issues.
• Professionally greets and interviews members and potential members to determine financial needs. Suggests and explains appropriate deposit, lending, and investment products.
• Answers questions about products and services and recommends suitable products and services as well as suitable insurance products and ancillary products; resolves problems that are within their authority; refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Uncovers opportunities to refer business to other lines of business partners within the credit union such as mortgage solutions, member business solutions, and investment solutions.
• Responsible for accurately completing New Account applications received via online and mobile applications. Capturing member’s direct deposit, gathering all required documents, properly following compliance, and regulatory guidelines.
• Work cooperatively with Call Center team as well as other departments to assist members and connects members to appropriate staff member or department when needed with minimum transfers.
• Processes a variety of financial transactions for members including processing transfers and loan payments within credit union accounts, issuing checks/drafts, and other negotiable instruments.
• Identify…