MSR Call Center

Answer all incoming phone calls professionally and efficiently, making sure their questions are answered and direct them to the proper person or department if needed.

Constantly follow proper procedures and policies to ensure the safety of our members’ deposits and Credit Union assets.

• Use tact, courtesy and professionalism when dealing with members, co-workers and/or management and suppliers.
• Maintain member support chats for online banking.
• Handle member situations in a timely and professional manner speaking clearly with a pleasant voice.
• Maintain strict confidentiality with regards to all member’s accounts, diligently verify member’s identity prior to releasing information.
• Knowledge of phone system and its capabilities.
• Answer all incoming telephone calls by the second ring, using Credit Union procedures.
• Complete phone transactions.
• Explain, promote, and sell services and products to our membership.
• Understand loan procedures and policies.
• Ability to effectively answer loan questions as they arise, except for, Home Equity Loans, with regards to rates, terms, insurances, current and upcoming loan promotions, and all others that arise.
• Develop a working knowledge of the Credit Union’s data processing system.
• Document and communicate all members’ complaints to the C.E.O. and/or Human Resource Specialist, as well as a method of resolution, according to the procedures established.
• Follow policies and procedures as set by the Board of Directors and management.
• Attending all mandatory staff meetings.
• Assist in any area as directed by management in a relief capacity.
• Follow all policies and procedures of Bank Secrecy Act, (BSA) Anti-Money Laundering and Office of Foreign Asset Control (OFAC).Complete on-line compliance testing annually as required.
• Maintain a thorough working knowledge of Credit Union history and philosophy, as well as policies and procedures of the Credit Union.
• Take member loan applications.
• Banno chat with members.
• Assist members with debit card and Visa issues.
• Assist members with home banking questions.
• Cross-sell other credit Union services.
• Other duties as assigned.

• Requires walking, standing, and sitting for extended periods of time.
• Exerting up to 20 pounds occasionally to move objects.

• Intermediate computer, phones, fax skills.
• Attention to details, accuracy being a must.
• Critical and logical thinking skills

• High School Diploma
• 2 years financial institution experience
• Experience with high call volume and multiple phone lines