PTM Operator

Intrepid Credit Union is an Equal Opportunity Employer. Intrepid Credit Union will not refuse employment to a person or bar a person from employment or discriminate against a person in a term, condition, or privilege of employment because of race, creed, religion, color, national origin, sexual orientation, or gender identity or because of age, physical or mental disability, marital status, or sex except when the reasonable demands of the position require an age, physical or mental disability, marital status or sex distinction. Why Intrepid Credit Union? There are many jobs in the market right now and you want to find the right position for you. One that is rewarding and makes each day feel like you are making a difference for people and our community. You want to work with a company that provides you with opportunities to balance your work and your life; provide for yourself and your family; volunteer for causes that mean something to you; and you want to spend your day with people who have the same passion for helping others live their life wide open. Intrepid Credit Union is that company and our jobs, people, passion, and values are those things that make every day a great day to live Life Wide Open. Commitment to Community At Intrepid Credit Union we have a meaningful commitment to our community. That is why we offer a paid volunteer program that gives our employees 20 hours paid time each year to work on causes that energize them within our community. We want our employees to be able to spend their time making a difference in the community we live in, and we sponsor multiple events within our community. Growth and Development Growth and development for our employees is very important to us. We provide many training opportunities for our staff to control the progression of their career. Inclusive and Open Culture Our executive leadership, managers and supervisors are open and available to conversations with everyone in our organization. Dialogue among all departments and at every level is highly encouraged. So, if you have a question for our CEO, go ahead and ask! In our working relationships with each other and our members we focus on our core values called our "

R.I.T.E.S.

" which are: Respect

• We will respect other's and their differences. We are all separate individuals with expertise, experience, opinions, responsibilities, and time. Integrity
• We will act and behave with high character and do what is right, not what is easiest even when no one is looking. Trust
• We will enrich ourselves with transparency, accountability, & trustworthiness and live a great life by deeds, not words. Empathy
• We will listen with an open mind before speaking. Every individual will be given respect, safety, and the opportunity to grow personally. Service
• We will empower your success and provide you with the inspiration, help, and tools you will need to succeed.

Role:

To assist members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area.

Essential Functions & Responsibilities:

70% Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations. 10% Identifies cross-sell opportunities and cross-sells services to members. 5% Ensures the appropriate records are maintained and required reports are prepared. 5% Assists other departments as needed. 5% Maintains member account information on computer system. 5% Performs other job related duties required or assigned.

Performance Measurements:

Provide informed, prompt, professional and accurate service and support to all members and associates by answering the telephone within XX rings and returning messages with xx minutes. Direct all telephone calls to the appropriate person with minimum transfers. Process member transactions with zero unresolved errors. Successfully recommend a new product or service to XX% of all members you work with Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations. Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.

Knowledge and Skills:

Experience One year to three years of similar or related experience. Education A high school education or GED. Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. Other Skills Good listening and telephone skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information.