The primary role of this position is to assist Oklahoma Central Credit Union in living out our Brand Promise, “Your financial well-being is our reason for being” by delivering outstanding service to both internal and external members. The main focus of this position is to assist members with account information, perform account transactions, discuss product inquiries which requires excellent listening and communication skills (use of proper grammar and pronunciation) and courtesy. To recognize, cross-service and act upon sales opportunities, by suggesting appropriate credit union products. In addition, other duties include account research and problem resolution and working as a team member by assisting and supporting other credit union employees.
RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
- Provide accurate, courteous, friendly, timely and professional phone service to all members and potential members.
- Assist members with general service requests such as, but not limited to, opening and closing accounts, financial transactions, problem solving, plastic card requests, address changes, CDs and check ordering. Educate the members on products and services the credit union offers.
- Follow up to service requests, forms completion, return phone calls, mailing/emailing requested documentation and research required to resolve issues. Identifying transactions, verifying funds, account availability and research requests.
- Assist and instruct members on the use of our electronic services such as home banking, Anywhere Audio, e-statements, bill pay, mobile banking and web site usage.
- Protect member assets and account information.
- Other duties as assigned.
PERFORMANCE MEASUREMENTS:
- Deliver service to both internal and external members that is in alignment with the credit union's Service Promises and Service Standards. Possess effective knowledge of the credit union's products and service. Meet all established sales and service goals.
- Use good communication skills demonstrated by the ability to actively listen and respond using proper etiquette and English skills.
- Consistently be at work, on time, ready to provide exceptional member service and adhere to work schedule.
- Recognize and offer product and services that would benefit the member.
- Perform duties accurately with attention to detail within the specified time frames.
- Demonstrate the willingness to work with peers to accomplish mutual tasks and goals.
- Maintain a professional appearance and atmosphere for the department.
- Comply with the requirements of all Credit Union policies and procedures including but not limited to the Bank Secrecy Act, Anti-Money Laundering regulations as they relate to the position.
- Commitment to Credit Unions’ needs and maintain confidentiality at all times.
- Comply with all security guidelines related to physical and information security.
Required Skills
INTERPERSONAL SKILLS:
Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
OTHER SKILLS:
- Proficient computer skills are required.
- Ability to efficiently research accounts and reach a resolution.
- Ability to actively listen.
Required Experience
- A high school education or GED is required
- Previous customer service experience required
- One or more years of similar or related experience in call center setting is strongly preferred
- previous financial institution experience is strongly preferred
PHYSICAL REQUIREMENTS:
The physical requirements indicated below are examples of the physical aspects that this position classification must perform in carrying out essential job functions.
- Persons performing service in this position classification will exert 5 to 20 pounds of force to lift, carry, push, pull, or otherwise move objects.
- This type of work involves sitting a portion of the time, but will involve walking or standing for periods of time.
- The employee must be able to perceive the origin and nature of sound, near and far, visually observe the work environment and have vision and/or depth perception sufficient to operate business related equipment, provide oral information, and have sufficient manual dexterity to handle and operate business related equipment and various materials and objects for extended periods of time.
WORK ENVIRONMENT:
General office professional work environment consisting of desks and office equipment such as telephone, computer, ten key calculator, copying equipment, fax equipment, scanning equipment.
OKLAHOMA CENTRAL CREDIT UNION IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER AND PROUD TO BE A DRUG-FREE WORKPLACE.