Telephone Service Representative
The Position is responsible for providing excellent customer service and quick turnaround in response to customers' calls to the Call Center.
Primary and Essential Functions:
- Leads and supports Strengthening HOPE Initiative that values an organizational culture for open communication, innovation, associate engagement and other traits that contribute to collaboration and high performance.
- Answer telephone calls from customers and provide assistance as requested.
- Maintain security over customer information.
- Provide excellent customer service in a timely fashion.
- Process member requests for debit and ATM cards.
- Open accounts for new and existing members.
- Process mail in deposits and payments.
Secondary Functions:
- Perform general administrative duties such as attending meetings, report production, etc.
- Update all information on members account and mail outs.
- Recommend process improvements.
- Recognize, document, and alert Call Center Supervisor of trends in calls.
- Perform other duties as assigned by supervisor.
Competencies/Skills:
- Working knowledge of word processor, spreadsheet, other PC applications, or mainframe applications to produce non-standard, creative products
- Ability to read and interpret documents, write routine reports and correspondence
- Ability to speak effectively before groups of customers and employees of the organization
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
- Ability to compute rate, ratio, percent, and interpret data
- Ability to apply commonsense understanding to carry out detailed but uninvolved written or oral instructions
- Ability to deal with problems involving a few concrete variables in standardized situations
- Excellent customer service skills
- Excellent telephone manners
Desired Qualifications:
- Associate's degree; business concentration preferred
- 3 or more years of experience in banking/credit union as Teller or Member Service Rep