Financial Solutions Representative I (Call Center)

Job Description: A Financial Solutions Representative I report to the Member Solutions Center or Service Manager and is responsible for providing exceptional service experiences in a fast paced call center environment. Day to day interactions include assisting and educating members on successfully managing their credit union relationship.

Representatives are accountable for accurately assisting callers with credit union eligibility, account transactions, online banking support and account maintenance requests. All experiences delivered should contribute positively to the channels assigned performance objectives. Responsible and Accountable for: Taking inbound calls from members and non-members for general servicing inquiries for checking, savings, credit cards, certificates of deposit, business accounts and loan products (auto, equity, line of credits and personal loans) Option to work from home based on skillset and time in position Exercise problem solving skills and promote the benefits of membership Update member and account information as needed Maintain Member Solutions Center service levels by handling a high volume of calls in a fast-paced environment Communicate using extraordinary soft skills during complex conversations to deliver an outstanding member experience.

Handle complex conversations and situations professionally to create an outstanding member experience on every call. Consistently and effectively cross-selling credit union products and services to achieve assigned referral goals. Ability to respond to member inquiries regarding current products and services, as well as current promotions.

Utilize “available” time efficiently, consistently maintaining low “work” and “unavailable” percentages while meeting interaction performance Comply with all member verification processes to mitigate risk and protect the member and the credit union for fraud or loss. Comply with all record keeping requirements of the Bank Secrecy Act for wire funds transfers of $3,000 or more.