Provide quality member service delivery by telephone; process telephone transaction requests; provide information on products and services including rate information; Assist members with online banking. Route calls to the appropriate department.

DUTIES AND RESPONSIBILITIES

• Provide exceptional member service. Provide service and information in a pleasant, professional, and efficient manner via telephone.
• Assist members with general questions on EFT/ACH, problems on their accounts regarding but not limited to debit card activities that may be fraudulent. Handle ATM/Debit card disputes.
• Be knowledgeable of all credit union products and services. Provide information and explain features and benefits and make recommendations when appropriate.
• Have general knowledge of all credit union operations and procedures and explain credit union policies and procedures as necessary
• Provide general member qualifications information
• Provide information on new and on-going promotions keeping abreast of new products and any procedure changes
• Provide basic information on Visa Cards
• Utilize any cross-selling opportunities when conversing with members or prospective members.
• Have a good working knowledge of online banking and assist members with any issues including setting/resetting of passwords. Report online banking issues to 3rd party vendor to correct problems
• Provide account information following proper procedures
• Process returned mail (including statements) and undeliverable emailed statements
• Process/initiate stop payments and provide information to member,
• Process/initiate name and address changes
• Perform record research requests. Deliver to appropriate personnel for forms distribution
• Explain procedure to initiate direct deposits and ensure proper forms are completed
• Record, complete and modify payroll distributions requests
• Process internal transfers for loan payments
• Process Pay Trace payments
• Process close account requests
• Continuously check member service voice mails and emails.
• Assist members with problems and complaints; research and provide resolve when at all possible
• Process transfers to reloadable cards
• Process checks ordered for members
• Pull closed account files and files according to record retention schedule
• Bring outgoing mail to the post office daily
• Reply to Ascension Communicator
• High school graduate or equivalent with additional related training preferred
• Knowledge of computers and general office equipment
• Able to understand and follow verbal and written instructions
• Must be organized, accurate and neat
• Maintain professional appearance
• Able to work well with team members and credit union staff
• Able to work in a sales-oriented environment
• 3 – 5 yrs. financial institution experience
• Above average listening and verbal communications and written communications skills