Call Center Representative - Credit Union
Located on the beautiful California coast, Santa Cruz Community Credit Union (SCCCU) is a community-development and low-income certified credit union, serving Santa Cruz County and parts of Monterey County. Its mission focuses on economic justice and ensuring that all people, organizations and companies have access to the financial services and financial tools they need.
Reporting to the Contact Center Supervisor, the Call Center Representative will serve as a primary member contact during daily business hours for phone support, while assisting members and potential members with all telephone requests; resolve problems within authority; educate members and potential members regarding SCCCU’s services, in addition to delivering quality service according to approved standards.
Responsibilities / Duties:
Assist members with all general inquiries on accounts and loans, by clarifying desired information, researching and providing said information;
Process member transaction requests, including check orders, statement and/or check copy retrieval, ATM/credit/debit card orders, or replacements;
Problem-solve with members regarding account or loan concerns; escalating any unresolved issues to appropriate staff member;
Become product and service expert including online banking and mobile banking services; knowledge of products/services, operations policies, procedures and compliance;
Explain, promote, cross-sell appropriate products and services to benefit member and maintain sales goals set forth by SCCCU;
Interview and interact with potential members, ensuring eligibility requirements are met and complete documentation is available, prior to forwarding to Branch Member Service department;
Interview and interact with consumer loan applicants, ensuring accurate and complete information and documentation is available, prior to forwarding member to a loan officer; may take loan application over the phone;
Confer with other departments to resolve member questions and concerns;
Maintain flexibility and possess ability to quickly shift work focus to ensure member first call resolution is achieved;
Escalate member calls when necessary, by quickly assessing nature of member request and/or complaint;
Ensure compliance and understand applicable statutes and regulations, including but not limited to the Bank Secrecy Act;
Exercise awareness regarding suspicious activity, money laundering, or fraudulent behavior, as it relates to overall transaction activity and document any such behavior for SAR filings, if necessary;
Exercise awareness regarding pre-text calling and email phishing;
Carry out assigned duties and responsibilities with minimal errors according to established department standards;
Actively participate in training, department, staff meetings and activities;
Represents SCCCU professionally internally and in the community.
Perform MSR III duties upon request by Contact Center Supervisor or Manager overseeing branch.
Perform all other duties as assigned, including special projects.
At least 2 years’ experience in frontline member communications, banking, sales, or retail experience requiring daily interaction with members / customers;
Call center experience, preferred;
High school diploma or GED;.
Strong organizational and time management skills; exceptional attention to detail; ability to work effectively with a team, as well as independently;
Proficient verbal and written communication and interpersonal skills;
Ability to gather, compile and analyze data; flexibility in being able to change direction/priorities quickly. Ability to communicate with management effectively and to evaluate risk communication priorities;
Bilingual English/Spanish required;
Proficient in 10 key calculator; MS Office and ability to operate general office equipment.
8:30AM – 5:30PM Monday through Friday, with potential to work some Saturdays, as needed.
$19.22 - $28.83 per hour DOE for this non-exempt, full-time position, plus benefits