Customer Service, Call Center

Job Description:

  • Manage inbound calls and/or virtual teller sessions
  • Resolve fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries
  • Refer quality loan referrals based on member needs
  • Gather information, analyze facts, and educate members on appropriate products and services
  • Deliver one-point resolution and a positive member experience
  • Present information in one-on-one and small-group situations
  • Use virtual banking technology and quickly learn and access products
  • Adhere to Member Care and credit union procedures and policies
  • Learn additional tasks to advance to Member Experience Advocate II
  • Achieve individual, team, and organizational goals
  • Communicate consistently with the leadership team
  • Participate in team, organizational, and community initiatives
  • Complete required training on time
  • Maintain current knowledge of applicable compliance rules and regulations
  • Work Monday–Sunday during department hours of 7:00 am to 8:00 pm

Requirements:

  • High school diploma or equivalent from an accredited institution
  • Some college preferred
  • Minimum 1–3 years' experience or combination of education and experience
  • Previous customer service, banking, and/or call center experience required
  • Working knowledge of Word, Excel, and Explorer
  • 10-key skills
  • Functional knowledge of the Bank Secrecy Act, U.S. Patriot Act, Office of Foreign Assets Control, Anti-Money Laundering, Right to Financial Privacy Act, and Bank Bribery Act
  • Ability to work full-time hours, with additional hours as necessary
  • Quiet workplace for remote work
  • Power and high-speed internet over 100MB minimum
  • Video capability, with 1.5 Mbps up and down recommended
  • Candidates must meet technical requirements before the first day of training
  • Bilingual English/Spanish preferred

Benefits:

  • Employee growth and development opportunities
  • Required training and knowledgebase learning opportunities
  • Remote work arrangement
  • High-speed internet and video capability requirements for remote work
  • Equal Opportunity Employer
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