SUMMARY: The primary purpose of this position is to deliver exceptional quality service to VCCU’s members and teammates. A key element of this service is to identify member needs and recommend credit union solutions that will improve the members’ financial well-being. This employee is expected to maintain a professional comportment at all times, comply with all Credit Union policies and procedures, including Standards of Conduct and Confidentiality, and be a resource for other Call Center employees. Part-time employees are expected to maintain flexibility with their schedules.
Position is expected to work in alignment with the Core Values of VCCU.
1. Create fun
2. Exceed expectations
3. Be adventurous, creative & open-minded
4. Never stop learning
5. Be passionate, but compassionate
6. Be genuine
7. Build a positive team & family spirit
8. Do more with less
9. Embrace CommUNITY
10. Live the life
Serves member in alignment with VCCU’s Core Service Standards.
Excellent Member Service is VCCU’s #1 Priority.
Excellent Member Service is prompt, accurate and friendly.
Ensure member satisfaction through teamwork.
All internal and external members are always to be treated with respect.
Always use the member's name.
Phone Standards: SMILE, GREET, INTRODUCE, INQUIRE
Always thank the member for the opportunity to serve them.
Respond promptly and appropriately to all correspondence.
Maintain a professional image in self and assigned work area.
Ask for the business.
Maintain thorough product knowledge for all credit union products and services as assessed by passing annual product knowledge certification assessment.
Determine needs for and cross sells Credit Union services and products; achieve sales goals as assigned
Actively participate in sales training classes, meetings and activities.
ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned):
Maintain Credit Union Policies regarding Standards of Conduct and Confidentiality.
Act as a primary source of training for new staff
Respond to member requests via telephone, e-mail and faxes for transactions and information.
Initiate calls to potential or existing members as assigned to develop new business, retain and/or expand on existing relationships.
Performs duties related to originating and funding loans. Interviews loan applicants, processes consumer loans on system, follows up on approved or pending loans, collects stipulations required for funding, prepares consumer loan documents, sends documents to members for electronic signatures, assembles loan documentation for submission to Quality Control Department.
Maintain established performance and quality targets
Assist with creating and updating department policies and procedures
Maintain be operational fluency with all applicable systems as utilized in Call Center environment
Lead projects and processes as assigned by the Call Center management
Assist with calls that require special assistance above the capabilities of Call Center Reps 1-4
SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.
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.
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.
REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS: Must be Bondable.