Customer Service Rep II (Call Center )
(Branch address: 7676 W. Lake Mead Blvd – Las Vegas, NV)
Salary range for this position is $15.81 – $19.76
At InTouch Credit Union (ITCU), we are committed to creating and maintaining member value through the delivery of exceptional, personalized service and competitive products. This commitment extends into InTouch Credit Union’s health insurance benefits, beginning on your hire date. Employees may enjoy a thorough offering of benefits (Medical & RX/ Dental/ Vision/Life Insurance/Flexible Spending Accounts and much more) immediately once they begin employment. Additionally, InTouch Credit Union offers an excellent 401(k) plan with no vesting schedule, and we will make safe harbor matching contributions of 100% of your pre-tax contributions that do not exceed 5% of compensation!
Business Hours:
Applicants must be open and flexible to work anytime during call center hours of Monday – Friday 7:00 a.m. – 7:00 p.m. with rotating Saturday’s 9:00 a.m. – 1:00 p.m.
POSITION PURPOSE
A Customer Service Rep II ( a.k.a. Personal Financial Assistant II @ ITCU) works within an inbound/outbound call center environment . Assist members and potential members with their telephone or email requests while providing efficient, accurate, knowledgeable and courteous service. Assist members with questions and concerns ranging from basic to intermediate levels involving products and services. Be able to identify and recommend products and services based on the members financial needs upon review of their account or through determining needs based on asking open-ended questions . Respond to requests, issues, and concerns in a timely fashion and follow through to resolution when interacting with members or potential members.
POSITION EXPECTATIONS
Provide professional, accurate, courteous, friendly, and timely telephone service to all members and potential members. (Answer telephone immediately and respond to all correspondence following specified turnaround time.)
Able to work within a Call Center environment understanding its structure and adhere to schedule and punctuality requirements.
Make outbound calls from lists provided on auto pre-approvals, mail and email follow-up communication regarding pre-approval products, follow-up on referrals.
Take ownership of all member requests, with minimal transfer to alternate departments within the Credit Union.
Maintain and foster a positive spirit of team work between employees in the department and to help encourage team work between departments.
Address member needs and recommend products/services to fulfill those needs.
Ability to express oneself, clearly and concisely, both orally and in writing.
Analyze and comprehend complex functions and be able to disseminate that knowledge in a clear and understandable format to others.
Fosters a strong work ethic and customer service orientation.
Demonstrates confident and sound problem solving and decision-making skills.
Results oriented and proactive with ability to balance multiple high-priority initiatives/projects concurrently and complete multiple tasks simultaneously to complete assigned projects within prescribed deadlines. In addition, coordinates project work of team members.
Professionalism in appearance, dress, and attitude with ability to cope with stressful situations and maintain a calm and professional demeanor. Demonstrates highest level of professionalism while interacting with members and co-workers.
Consistently develops subject matter expertise to ensure knowledge keeps pace with changes in policies, procedures, regulations, laws and best practices.
Adapts to and endorses change and serves as positive change agent to support Credit Union goals and direction.
Remain flexible to the changing schedule demands of each office and department. This may require multiple Saturdays per month, evening hours, etc. SKILLS AND ABILITIES
Preferred Qualifications:
Two (2) years experience in a bank/credit union environment
Two (2) years in a call center environment
Working knowledge of Microsoft Office and Windows Basic software applications
Compliance with Federal Bank Secrecy and Money Laundering rules
Spanish speaking preferred.
Basic Qualifications:
High school diploma or equivalent
Mortgage Loan Originator (MLO) registration with Nationwide Mortgage Licensing System and Registry (NMLS) is required. (This is a SAFE Act position and registration will be required if an applicant does not currently have a NMLS number.)
Other Skills:
Excellent listening, communication and telephone skills
Ability to multi-task required
Proficient in 10 Key, typewriter, & computer keyboard
Ability to make decisions with minimum supervision
Ability to work as a team on projects with other departments
All job descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral task, only incidentally related to each position, have been excluded. In no instance, however, should the duties, responsibilities, and requirements delineated to be interpreted as all-inclusive. Additional functions and requirements may be assigned by leaders as deemed appropriate. The requirements, skills, and abilities included have been determined to be the minimum standards required to successfully perform the positions. Failure to perform all of the essential duties and position expectations contained in the job description at a satisfactory level as assessed by leadership will result in disciplinary action up to and including termination of employment.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. At its discretion, the Credit Union may change this job description at its sole discretion with or without notice. Job descriptions do not create employment contracts. The Credit Union maintains its status as an at will employer. Employees can be terminated for any reason not prohibited by law.
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