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Call Center Representative

Call Center Representative

America's First Federal Credit UnionBirmingham, AL, US
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Job Details

Description

Role : To assist members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area.

Essential Functions & Responsibilities

  • Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority; refers problems that are beyond their authority to their supervisor, along with their recommendations.
  • Assists members and employees with all electronic services including mobile banking, remote deposit capture, home banking, online accounts and web loan payments.
  • Takes credit applications received by phone and forwards the application to a Loan Specialist for processing.
  • Identifies cross-sell opportunities and cross-sells services to members.
  • Ensures the appropriate records are maintained and required reports are prepared.
  • Provides check and deposit verification for merchants.
  • Performs other job-related duties required or assigned.

Performance Measurements

  • Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
  • Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
  • Successfully resolve member issues with limited transfers.
  • Process member transactions with zero unresolved errors.
  • Successfully recommend a new product or service to qualified members.
  • Contribute to overall Call Center Quality Loop score of 6.7 or higher.

    • Knowledge and Skills

    Experience - One year to three years of similar or related experience.

    Education - A high school education or GED.

    Interpersonal Skills - Work involves much personal contact with others inside and / or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

    Other Skills - Good listening and telephone skills; able to operate a 10-key calculator, and computer keyboard; able to make decisions with minimum information.

    Physical Requirements - Light lifting required.

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    Call Center Representative • Birmingham, AL, US