<span>Call Center Representative</span>

$37,440 - $39,520/Yr

Total Quality Consulting - Raymore, MO

Full-time - Entry Level

Raymore, MO

Repair and Maintenance

About the position

The Member Service Representative / Solution Center Specialist role at R-G Federal Credit Union involves providing exceptional service to members in a call center environment. The position focuses on understanding members' financial needs, promoting credit union products, and ensuring a positive member experience through various communication channels. The representative will also handle account management tasks and assist members with their banking needs while adhering to security protocols.

Responsibilities

• Listen to members and ask open-ended questions to offer solutions for their financial needs.
• Deliver a fantastic member experience by engaging and interacting with members at a human level.
• Promote credit union products and services based on member needs as determined from member-focused interactions.
• Send thank you cards and make follow-up calls to members.
• Provide exceptional solution-minded service via telephone, text, video, chat, email, and interactive branch kiosk.
• Ensure confidentiality of member information and enforce adherence to established security procedures.
• Verify member account information and detect potential fraud when communicating with members.
• Perform duties within a branch or virtual environment, including cross-selling products and services.
• Maintain current knowledge of all credit union's services and policies.
• Communicate with members regarding unavailable transactions or requests with empathy.
• Open new accounts and certificates using needs-based service techniques.
• Utilize technology to verify eligibility and prepare documentation for appropriate signatures.
• Ensure all required documentation is complete and accurate.
• Assist members with debit/credit/ATM cards, ordering checks, and various transaction types.
• Open/close accounts, process stop payments, and answer questions regarding account types.
• Assist members with enrollment and use of online and mobile services.
• Help members with discrepancies, problems, and complaints with empathy.
• Complete loan applications in person, over the phone, or electronically via video conference.
• Assist members with the loan application process to ensure completeness and accuracy of information.
• Review system notes/warnings on member accounts and follow guidance as appropriate.
• Assist members with information regarding the status of pending loans.
• Aid the Recovery Specialist in monitoring accounts for late payments and/or delinquency status.
• Provide exceptional service when following up on delinquent and overdue balance accounts.

Requirements

• Excellent communication skills, both verbal and written.
• Ability to engage with members and provide empathetic service.
• Strong problem-solving skills and solution-oriented mindset.
• Knowledge of financial products and services, preferably in a credit union or banking environment.
• Experience in customer service, preferably in a call center setting.
• Ability to handle sensitive information with confidentiality and integrity.
• Proficiency in using technology and various communication channels.

Nice-to-haves

• Bilingual in Spanish is preferred.

Benefits

• Dental insurance
• Health insurance
• Paid time off