Job: Call Center Representative II (Part-time)

SUMMARY

Receives members' calls, determines the nature of business, provides member with information, and/or directs member to appropriate person or department by performing the following duties:

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides members with account balance, activity, and history upon members' request.

Performs transactions, check withdrawals, transfers, and account maintenance.

Assists with dividend verification, common inquiries, NSF checks, and statement copies.

Provides loan rates, and Kelly Blue Book value quotations.

Performs by phone loan requests, loan payments, term calculations, and loan payoff information.

Informs members of savings, checking, money market, share certificates, IRA, and club account features and benefits. Mails any forms requested.

Maintains knowledge of Credit Union Filed of membership.

Assists members with deposit account rates, stop payment orders, copies of share drafts, overdraft line of credit advances, and membership identification cards.

Obtains member's name and arranges for appointment with person called upon in request.

Directs member to destination and records name, time of call, nature of business, and person called.

Operates telephone console to receive incoming messages.

Types memo correspondence reports and other documents.

Makes future appointments and answers inquiries for members.

Collects and distributes messages.

Explains, promotes and cross informs members on various credit union products and services.

Assists in training of new call center reps.

Education and/or Experience
High School diploma or GED; two to five years related call center/teller/FSR experience.

Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information, one-on-one and in small group situations, to customers, clients, and other employees of the organization.

Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills
To perform this job successfully, an individual should have knowledge of Word Processing software and Credit Union Teller/GUI Systems.