Call Center Representative

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Full Time Home Office/Resource Center Jackson, Jackson, MI, US

Do you have Call Center experience? Are you enthusiastic, goal driven, flexible, reliable, and committed to excellent member service? Would you thrive in a sales environment where the focus is truly centered on meeting the needs of our members? Then we invite you to consider a career at American 1 Credit Union!

• Location:
  On-site in, Jackson, MI
• Position:
  Full Time
• Wage: $19.08/hour (Competitive)
• All offers of employment are contingent upon background screens.

The Call Center Representative responsible for delivering excellent member experience through answering incoming calls from members and potential members. The Call Center Representative Center must be equipped to respond to general member questions, account inquiries, and member concerns. This position requires excellent communication skills to effectively engage and recognize the member’s needs and ensure that they are offered products and services that will assist the member with reaching financial wellness.

The Call Center Representative works collaboratively with their team to assure that the member experience is superior, and goals are achieved.

• Engaged Communication: Ensure that engagement between co-workers and members is meaningful with a focus on listening to learn and offering quality solutions.
• GREAT Service Standards: Commitment to offering superior member experience while following all the GREAT service standards.
• Incoming Call Response: Answers all incoming phone calls, assists members fully, and when necessary, routes calls to the appropriate department in a courteous, professional & timely manner.
• Focus on Purpose/Mission: Focused on credit union purpose and mission statement of creating financial wellness in our community through everyday banking.
• Scorecard Accountability: Cross-offer new checking, lending, and product referrals to members that are consistent with individual and branch goals.
• Attention to Detail and Confidentiality: Ensure that all transaction activity is done accurately. Maintain confidentiality by avoiding unauthorized disclosure of member information.
• Core Process, Policy and Procedure Review and Recommendations: Responsible for following all core processes, policies, and procedures including policies and procedures for customer identification and all BSA requirements.
• Employee Culture: Committed to building and supporting an engaging and inclusive culture for all.
• Community Advocate: Serves as a representative of the credit union while in the community.
• Department and District Support: Commitment to working all assigned hours and having the flexibility to work from any credit union location within 20 miles of home branch. Willingness to mentor and support other team members.
• People Focused and Strong Communication: Empathetically seek understanding of what members and employees require and expect and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.
• Achiever, Initiative and Goal Driven: The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Committed to executing individual scorecard goals as well as achieving branch goals.
• Focused, Accuracy, Attention to Detail: Thoroughness and accuracy in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.
• Trustworthy, Reliability and Confidentiality: Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all…