Member Contact Center Rep

PURPOSE OF JOB:

To promote a positive, professional image of Financial Partners Credit Union via all contact channels (phone, e-mail, chat, etc.).  Provide excellent service to all members of  the credit union by identifying product and service solutions to meet their financial needs. Assist members with information about their accounts, FPCU products and services, and by resolving issues/problems via all contact channels.  


ESSENTIAL RESPONSIBILITIES:

  • Handle member contact via all contact channels to promote a positive, professional image of Financial Partners Credit Union.

  • Proven ability to provide solutions to member financial needs by: identifing member needs, presenting appropriate solution using benefit statements and asking for the business.

  • Communicate the benefits of membership and FPCU products and services via all contact channels (phone, e-mail, chat, etc.)

  • Assist members with questions regarding their accounts, FPCU products and services, the credit union and any issues.

  • Enhance member relationship by using the member/caller’s name during conversation and thanking the caller.

  • Always use your name and identify yourself to the member.

  • Effectively, accurately and articulately handle member contact via all contact channels to promote a positive, professional image of Financial Partners Credit Union.

  • Accurately assist members with questions regarding their accounts, FPCU products and services, the credit union and any issues.  

  • Effectively communicate the benefits of membership and FPCU products and services via all contact channels (phone, e-mail, chat, etc.)

  • Help the team meet the overall service goal by moving routine calls (balance inquirey, etc.) to self-service channels such as E Quest and E Banking and adhering to break and lunch schedule.

  • Validate member identity using credit union security procedures

  • Quote rate for all products

  • Process check orders, wire requests, loan payments, stop payments, VODs, etc.

  • Attend training offered through Learning and Development for your position or approved by your Manager as required.

  • Provide solutions to member financial needs by: identifing member needs, presenting appropriate solution using benefit statements and asking for the business.

  • Make referrals to CUSO for financial planning, investments, insurance and mortgage loan products.

  • Take advantage of all opportunities to complete the “buying process” by quoting rates on all products, taking secured and unsecured loan applications and/or sending applications to members.

  • Educate members on pre-approval status and process.

  • Consistently meet assigned sales goals by a minimum of 75%
  • Take secured and unsecured loan applications

  • Ask for the business

  • Move routine calls to eQuest and other self-service channels

  • Process secured and unsecured loan applications

  • Effectively, accurately and articulately handle member communication via all contact channels

  • Be present. Adhere to break and lunch schedule and maintain attendance within company and department policy guidelines.

  • Provide eBanking and Bill Pay support utilizing Multi-care and Payment Manager 

  • We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization.  Every Partner has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards.  Financial Partners has several processes in place to communicate with leadership and expects that partners will have a commitment to integrity and uncompromising values.


EDUCATION/EXPERIENCE:
  • One-year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.  
  • Associate’s degree preferred.  
  • Customer Service and/or call center experience, previous experience as a team lead, ability to work as a team, knowledge of MS Word, Excel, and Outlook.  
  • Able to use multiple programs simultaneously. Previous banking or credit union experience would be preferred.
  • Proven ability to assist in team motivation.  
  • Strong customer service skills, strong ability to cross sell financial products.  
  • Ability to train new agents on all aspects of the position.

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