CALL CENTER REPRESENTATIVE

Location: 231 Hill Rd, Rome NY 13341
Starting Rate - $18.78/hour to $26.14/hour, actual rate will depend on experience.
Status: Full Time
On-site work required in Rome, NY
Position is overtime eligible, Incentive earning eligible & can be considered for remote work once training has been completed and candidate is meeting performance expectations. Requirement to be onsite for training and at least the first 90 days.

As a Call Center Representative your primary responsibilities will include:

• Manage a high volume of inbound/outbound calls in a timely manner.
• Build sustainable relationships and engage members by providing a superior level of service and support.
• Perform problem resolution in addition to offering products and services that may fit their needs.
• Process loan applications and maintain thorough knowledge of the underwriting guidelines and procedures.
• Maintain knowledge of and adhere to all internal procedures and applicable compliance and risk controls in accordance with credit union and/or regulatory standards and policies. i.e., Bank Secrecy Act and the SAFE Act.
• Educate, encourage, and upsell members on the use of alternative delivery channels and available digital processes to create a more efficient experience for members and employees.
• Meet or exceed individual competencies and goals while also contributing overall goals of the organization.
• Verify and maintain member information captured in Core and CRM systems.
• Keep equipment operational by following established procedures; reporting malfunctions.
• Update job knowledge by participating in educational opportunities, along with referring to knowledgebase articles to improve product/service knowledge and performance levels.
• Uphold the mission and vision that align with AmeriCU’s core values and strategic direction.
• Register in the NMLS database and maintain personal information. Data must be accurate and up to date.
• Come grow with us!
• Whether you are just starting out or have been working in your field already, we offer opportunities for growth and advancement. It is our goal to hire employees who will provide exceptional service to our members and who value giving back and supporting the communities we serve. In addition, we offer the following benefits: