Telephone Banking Specialist

Telephone Banking Specialist

Join to apply for the Telephone Banking Specialist role at Park Community Credit Union
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Base pay range: $23.00/hr - $23.00/hr.

By emphasizing ONE Park, ONE Mission, One Team, the eTeam Service Specialist I supports members through multiple communication channels, including phone, online chat, and message boards. This role involves assisting members with their service requests, troubleshooting issues, and processing transactions related to accounts, loans, and ATM/Debit Card programs. The eTeam Service Specialist I also provides mentorship and support to eTeam Service Representatives, handles escalated calls, and recommends process improvements.

• Assist members via telephone, online chat, and message boards with product information, issue resolution, and service requests. Process additional service requests and maintain accurate documentation.
• Open and close accounts, assess risk, detect potential fraud, and complete required transactions associated with loans and ATM/Debit Card programs. Input necessary documents promptly.
• Support eTeam Service Representatives with questions, coaching, and training. Address policy and procedure questions and suggest improvements to eBranch processes.
• Follow up on escalations, provide guidance on escalation paths, and ensure queue coverage.
• Maintain member records, stay current with digital technology, and adhere to security policies.
• Identify cross‑sell opportunities to help achieve departmental goals.
• Monitor call center and loan queues, coordinate breaks and lunches to maintain coverage.
• Test new communication channels and provide feedback on performance.
• Perform other duties as assigned.

• Adopt Park’s culture and support the mission through friendly, professional service.
• Communicate via telephone, email, and online chat with accurate spelling, grammar, and punctuation.
• Answer calls within 3 rings; respond to correspondence within 24 hours; reply to chat within 5 minutes.
• Achieve an 85% quality grade of service.
• Process member transactions with zero errors.
• Maintain knowledge of new policies and procedures; ensure compliance with regulations.
• Follow Bank Secrecy Act, AML policies, and submit OFAC and currency reports timely.
• Maintain a professional work environment, promote teamwork, and present a businesslike appearance.
• Report security discrepancies or suspicious activity to management immediately.

• Experience:
  
  1–3 years of banking experience.
• Education:
  
  High school diploma or GED.
• Interpersonal
  
  Skills:
  
  Build relationships, resolve conflict, and maintain confidentiality.
• Communication:
  Excellent written and verbal communication; effective telephone and chat skills.
• Technical:
  Proficient with Word, Excel, and internet browsers.
• Technology:
  Ability to communicate via email and online chat with accurate spelling and punctuation.

The work environment is a general office with regular customer interaction. The employee must sit, stand, and walk short distances; frequently use hands and fingers to handle currency and documents; use personal computers and telephones; occasionally stoop, bend, and reach. The employee may lift up to 15 pounds and occasionally lift up to 25 pounds.

Park Community Credit Union is an Equal Opportunity Employer / VETERANS / DISABLED.

• Entry level

• Full-time

• Finance and Sales

• Banking