Job Details
Position Overview:
This role is responsible for answering member questions, pertaining to their account as well as researching and resolving member issues in a timely manner.
Key Responsibilities/ Function Specific Activities:
- Answer member questions, pertaining to their account and research and resolve member issues in a timely manner.
- Process all incoming fax and email. Respond by phone or writing or forward as appropriate, in a timely manner.
- Assist in posting of daily incoming mail including check deposits, payments for loans, open new accounts set up, & research requests.
- Maintain thorough knowledge of all products and services to effectively cross-sell. Monitor & review accounts and member needs in order to cross-sell services that the Credit Union has to offer to members and associates.
- Be knowledgeable of the rules and regulations and the policy set forth by the Credit Union Board (i.e., knowledge of confidentiality, cash handling standards/policies, Reg CC-Funds Availability, Bank Secrecy Act, Reg DD-Truth-In-Savings, Reg J-Wire Transfers, Reg D- Reserve Requirements/Transaction Limitations, Reg E-Electronic Funds Transfer and general lending policies and procedures).
- Competent at member and employee relations, dealing with irate/difficult members, and telephone etiquette.
- Protect the assets of the Credit Union by following the policies and internal control guidelines outlined by the Board of Directors and Management of the credit union.
- Cross-sell additional credit union products such as loans and suggest accounts (i.e., savings, checking, Money market, etc.)
- Perform account maintenance and modifications (i.e., order checks, update addresses, add/remove owners, add/remove PODs).
- Effective member/customer/ teammate interactions and communications; ability to handle irate/difficult members via face-to- face, phone, email, and written correspondence.
- Research and resolve member issues from minor to increasing in complexity.
- Assist in completing special projects and other administrative/operational duties assigned
Education: Minimum of a High School diploma; college degree preferred
Experience: At least three years related work experience
Knowledge, Skills, and Abilities (Required): - Three or more years of customer service experience.
- One or more years of financial industry experience.
- Exceptional presentation/facilitation, organizational, analytical, interpersonal, and written/oral communication skills with the ability to communicate effectively to a diverse audience.
- Ability to identify and translate process or system issues into proactive problem-solving action steps.
- Equipment Operated: Personal computer, printer, copier, telephone, scanner, and fax machine.
- Overtime: Must be available for occasional overtime.
Leadership Behaviors: - Drive Innovation: Generate new or unique solutions and embrace new ideas that help sustain our business (encompassing everything from continuous improvement to new product and package innovation)
- Collaborate with System and Stakeholders: Develop and leverage relationships with stakeholders to appropriately stretch and impact the System (Company and Bottler)
- Act Like an Owner: Deliver results, creating value for our brands, our System, our customers and key stakeholders
- Inspire Others: Inspire people to deliver our mission and 2020 Vision, demonstrate passion for the business and give people a reason to believe anything is possible
- Develop Self and Others: Develop self and support others' development to achieve full potential
Growth Behaviors: - Growth Mindset: Demonstrates Curiosity. Welcomes failure as a learning opportunity.
- Smart Risk: Makes bold decisions/recommendations
- Externally Focused: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices, or ideas.
- Performance Driven & Accountable: Has high performance standards. Outperforms her/his peers.
- Fast/Agile: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
- Empowered: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.