Summary: The Call Center Representative 1 is responsible for providing a First Call Resolution to Credit Union Members by providing knowledgeable, friendly, and professional service and support to all members and associates.
Essential Functions & Responsibilities: - Assists members with telephone requests regarding Member Service; including but not limited to answering questions about products, services, and accounts.
- Accurately maintaining confidential member account information on computer systems. Completing transactions per member request, such as transfers, stop payment, wire requests, loan payments, closing accounts.
- Provides a superior member experience by actively listening, reviewing, and assessing the needs of the member in each interaction.
- Identifies cross-sell opportunities by successfully presenting and placing appropriate products and/or services that meet the member's needs.
- Actively guides members through troubleshooting and/or navigating the website or other services available.
- Addresses and resolves member concerns (referring issues that are beyond their authority to the Call Center Manager).
- Directs incoming calls to the appropriate employee/department.
- Completes daily items such as Online Banking registrations or resets, adding Travel Notices, setting up and/or maintaining automatic/recurring loan payments, setting up/reviewing Bill Pay, ordering checks, entering loan applications, scanning, and filing documents properly.
- Assists members with loan requests.
- Conducts loan interviews, gathers, and documents pertinent data necessary for underwriting.
- Cross-sells appropriate loan related products.
Standard MCCU hours of operation: Monday-Thursday 8:00 am to 5:00 pm, Friday 8:00 am to 6:00 pm, Saturday 9:00 am to 1:00 pm.