Telephone Service Representative

Job Summary

The Position is responsible for providing excellent customer service and quick turnaround in response to customers' calls to the Call Center.

Primary and Essential Functions

• Leads and supports Strengthening HOPE Initiative that values an organizational culture for open communication, innovation, associate engagement and other traits that contribute to collaboration and high performance.
• Answer telephone calls from customers and provide assistance as requested.
• Maintain security over customer information.
• Provide excellent customer service in a timely fashion.
• Process member requests for debit and ATM cards.
• Open accounts for new and existing members.
• Process mail in deposits and payments.

Secondary Functions

• Perform general administrative duties such as attending meetings, report production, etc.
• Update all information on members account and mail outs.
• Recommend process improvements.
• Recognize, document, and alert Call Center Supervisor of trends in calls.
• Perform other duties as assigned by supervisor.

Competencies/Skills

• Working knowledge of word processor, spreadsheet, other PC applications, or mainframe applications to produce non-standard, creative products
• Ability to read and interpret documents, write routine reports and correspondence
• Ability to speak effectively before groups of customers and employees of the organization
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, percent, and interpret data
• Ability to apply commonsense understanding to carry out detailed but uninvolved written or oral instructions
• Ability to deal with problems involving a few concrete variables in standardized situations
• Excellent customer service skills
• Excellent telephone manners

Desired Qualifications

• Associate's degree; business concentration preferred
• 3 or more years of experience in banking/credit union as Teller or Member Service Rep