Call Center MSR

SUMMARY:

Responsible for providing information and customer service concerning the credit union and its products and services to credit union members, ensuring the highest quality of member service.

ESSENTIAL FUNCTIONS

Serves membership by providing service and information in a pleasant, professional, and efficient manner via telephone, and written / digital correspondence. Answers incoming calls in accordance to our service accountability standards. Responds to member inquiries in a timely manner. Researches and resolve routine member questions, problems, and complaints concerning credit union accounts. Assists in opening new memberships, add-on accounts, and visa credit cards. Follows verification and identification procedures to assist in preventing / mitigating fraud. Recognizes opportunities and cross-sell credit union products and services. Consistently meets or exceeds established monthly sales targets; participates in internal sales campaigns. Processes a wide range of teller transactions and client account maintenance requests with accuracy. Assists with Online Banking and E-Services trouble shooting / general inquiries. Works hand in hand with the fiduciary representative, assisting with Trust / POA / HSA / IRA / Estate Accounts. Maintains knowledge of credit union products, services, policies and procedures. Other duties as may be assigned

SECONDARY FUNCTIONS

Provides coverage on the ITM as needed, this includes participating in a regular Saturday rotation (approx. once every six weeks).

QUALIFICATIONS

Education Required:

High School Diploma or equivalent (GED)

Education Preferred:

Associate's degree in Business Administration or related field

Experience Required:

One (1) year of customer service or retail sales experience

Experience Preferred:

Two (2) years of customer service or retail sales experience in a call center The base pay for this position is $18.32 to $30.54 per hour. This position is eligible for a sales incentive/goal program. In specific locations, the pay range may vary from the range posted. Click here to learn more about ALEC and our benefits.