SUMMARY: Responsible for answering incoming calls in a prompt and efficient manner. Responds to member inquires and performs a variety of services for members. Acts as lead representative in Call Center and is in charge of department when Manager not available. Assists Manager with counseling, performance evaluations, training, motivation and discipline of department employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Include the following, with Quality Member Service being the primary responsibility of this position. Other duties may be assigned.
Provides Call Center Service at the High Level of established standards.
Maintains the Credit Union Policies regarding Standards of Conduct and Confidentiality.
Supports the mission of VCCU by providing quality service to members by treating them with respect and courtesy at all levels whether in person or by telephone.
Acts as a source of department knowledge for Call Center staff in the absence of Department Manager.
Act as a primary source of training for new staff.
Responds to member requests for transactions and information on accounts via telephone, e-mail and faxes.
Cross sells credit union products and services to members.
Acts as a resource and department lead for questions regarding the products and services of the credit union.
Assists the department manager with creating and updating department policies and procedures.
Balances telephone transactions on a daily basis.
Maintains good working knowledge of Microsoft Word and Excel
Assists with mail projects and quality control projects as required by Credit Union needs.
Verifies address changes submitted by members and updates as necessary.
Acts as a subject matter expert on Internet Banking, Non Real Estate loans, Wire Transfers/ Western Unions.
Maintains operational fluency with Checkfree, Concord, WAVE and Primelink.
Leads projects and processes as assigned by the Call Center Manager.
Handles calls that require special assistance above Call Center V Representatives’ capabilities.
SUPERVISORY RESPONSIBILITIES: Assist in the supervision of employees in the Call Center. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; assist Call Center Manager in appraising staff performance; rewarding, counseling and disciplining of employees; addressing complaints and resolving problems.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employees are required to complete any job related coursework assigned; including online coursework, in-person training, and offsite training as required by their manager and the training department.
EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED); or two years related experience and/or training; or equivalent combination of education and experience.