Telephone Service Representative

Role

Under the general supervision of the Contact Center Management Team, delivers exceptional Member service by providing assistance to Members and potential Members with their financial needs, primarily via the Contact Center phone channel and may include supporting the digital channels that include Message Center, Emails, Fax, Chat, Video, and Text channels as needed. Provide appropriate solutions, cross-sell, promote products and services, respond to inquiries in a timely manner, and resolve issues to ensure Member needs are met, organizational and individual goals are achieved, and SCU's mission is accomplished. Prepare and process electronic documents and correspondence securely as needed. To fulfill responsibilities of the work schedule created based on the business needs of the Contact Center, which includes working on Saturday.

Major Duties and Responsibilities

1. Delivers exceptional Member service by providing assistance to Members and potential Members with their financial needs via the Contact Center phone channel and may include supporting the digital channels that include Message Center, Emails, Fax, Chat, Video, and Text channels as needed. Assistance includes but is not limited to general information, explaining products and services, problem resolution, research, answer inquiries, offer products, process transactions, and direct Members to appropriate department or person accordingly. Perform necessary file maintenance.
2. Provide appropriate solutions, cross-sell, promote products and services, respond to inquiries in a timely manner, and resolve issues to ensure Member needs are met, organizational and individual goals are achieved, and SCU's mission is accomplished.
3. Prepare and process electronic documents and correspondence as needed for the Contact Center. Scanning and filing. Docusign processing. Communicate relevant system or member feedback and issues. Assist and collaborate with all SCU team members and departments as needed.
4. Performs other duties as may be deemed necessary for the effective and efficient function of the Department or Credit Union. Performs other duties as assigned.

Knowledge and Skills

Experience

• A typical background for obtaining the requisite knowledge, abilities and experience is one to two years of similar or related experience along with the required education.
• Experience in credit union or bank is preferred.

Education

• A high school education or GED or equivalent experience.

Interpersonal Skills

• The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust.
• Excellent communication and organizational skills.

Other Skills

• Excellent written and verbal communication skills
• Able to navigate windows programs. Has demonstrated proper written, electronic, and other communication skills.
• PC literate with ability to create Power Point, Word, and Excel documents.

This Job Description is not a complete statement of all duties and responsibilities comprising this position.

Southland Credit Union is an Equal Opportunity Employer.

Salary Minimum

USD $24.45/Hr.

Salary Maximum

USD $36.68/Hr.