Teleservice Representative

Position: TELESERVICE REPRESENTATIVE
Mission:
We help people improve their lives financially and support the communities we serve.

Job Summary:

Receives members and potential members through designated delivery channels. Builds positive relationships with all contacts by providing accurate, superior service. Educates and refers members to Credit Union services that can help each individual member.

All job positions at 7 17 Credit Union may be assigned further duties with or without notice, verbally or in writing. Essential duties and responsibilities include the following.

Primary Duties:
1. Accomplishes three objectives with each incoming call:

Provide superior member service;

Fulfill the primary objective of the call; and Identify other potential member needs; and refer/sell appropriate credit union products and servi
2. Maintains high accuracy in handling of all transactions and assigned duties, especially those dealing with members’ accounts.
2. Meets established levels of productivity in product and service sales/referrals and other goals as determined by the Credit Union.
3. Creates a positive experience by always using the member’s name and exceeding member expectations while conducting transactions in order to maintain service goals at the acceptable level as determined by the Credit Union.
4. Identifies callers using the prescribed security questions to insure proper caller identification.
5. Receives members by phone and determines the nature of the members' business. Handles numerous personal and business account transactions including but not limited to:

Monetary transactions including transfers between accounts and check withdrawals

Providing loan payoffs and other loan information

Processing preliminary member reported fraud claims pertaining to stolen or lost ATM/debit cards, VISA cards, ACH transactions, check forgery and internet phishing.

Identifying and resolving member issues when possible or submitting Helpdesk ticket to appropriate area for research and/or resolution.

Accepting member requests for changes to IRAs and CDs and submitting the instructions to the appropriate area for completion.

Receiving and processing transfer requests including payroll setups and allocations, ACH origination and loan payments.

Accepting account data change requests and submitting to appropriate area for completion.

Submitting on-line banking reset requests; providing log on assistance and bill payment instruction.

Placing stop payments on members’ checks and ACH debits.

Exercising good will with members by waiving certain fees within established guidelines.

Submitting member comments to appropriate area when additional follow-up is required to meet members’ needs.

Participating in member surveys, Annual Meeting Reservations and identifying types of calls by using the designated contact management tools.
6. Providing through delivery channels, routine information concerning the Credit Union services or policies and third party Credit Union supported vendors, including:
What is a Credit Union; eligibility for membership; how to apply for membership; type of accounts available; insurance products; the locations of the Credit Union, office hours and delivery services.

Confidentiality Requirements:
Must keep members' transactions and other Credit Union business in strictest confidence.

Travel Demands:
Limited travel as circumstances dictate.

Prerequisite

Education:

High school diploma or equivalent

Prerequisite

Experience:

Direct sales or cross sale/referral experience within the last three years or completion of the current Credit Union sponsored sales/referral training.

Required knowledge, skills and abilities once in the job:
1. Customer service attitude and skills to include:
Team player attitude, commitment, patience, enthusiasm, creativity, listening, comprehension, initiative, cooperation, attention to detail, resourcefulness.
2. Professionalism to include:
Confidence, good judgment, appropriate demeanor and appearance; ability to interact with employees and members.
3. Skills to include:
Problem solving, decision making, time management, interpersonal communications, organization.
4. Other:
Excellent oral communication and skills required. Must be able to…