Contact Center Representative at RALLY CREDIT UNION

McAllen, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Apr, 26

Salary

0.0

Posted On

05 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Sales, Communication, Problem Solving, Attention to Detail, Bilingual, Time Management, Teamwork, Regulation Compliance, Financial Services, Cross Selling, Transaction Processing, Research Skills, Discretion, Adaptability, Stress Management

Industry

Financial Services

Description

Job Details Job Location: Northgate Branch - McAllen, TX 78504 PRIMARY OBJECTIVE OF POSITION Serving members operational and financial needs and questions via telephone/web inquiries. Cross sell all credit union services. ESSENTIAL JOB FUNCTIONS Assist Members Contacting the Credit Union by Telephone/Email. Process member transactions per telephone request. Handles tier one queue calls. Provide information/research to members on overall account and/or service inquiries. Ensure member is properly charged for services rendered. Be knowledgeable of and provide information to members and potential members on all credit union services and products, to include but not limited to savings, checking, loans, electronic services and channels, wires, stop payments, debit card transactions/issues, copies of statements and checks, cross account transfers/set up, term shares, check orders etc. Promotes CU products and cross sells additional products to meet the member’s needs. Contributes to department and credit union goals by handling high contact volumes and assisting the department in meeting overall Contact Center Goals. Record details of member comments, inquiries, complaints, and actions into appropriate workflow software. Follow Current Policies and Procedures as Set by the Board of Directors. Comply with financial industry Rules and Regulations as required by law. Demonstrates an understanding of and follow the requirements of all regulation compliance including but not limited to those Bank Secrecy Act (BSA), AntiMoney Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions. Responsible for completing BSA/AML compliance training annually. Other Duties as Assigned RELATIONSHIPS AND CONTACTS Supervise Approximately: None Reports To: Contact Center Manager Contacts: Extensive daily telephone contact with members and frequent contact with other departments. Qualifications EDUCATION High School Diploma or GED EXPERIENCE A minimum of six (6) months of customer service and sales experience in a fast-paced environment Financial experience is preferred Bilingual preferred PHYSICAL Physical requirements are minimal, but position involves wrist/hand manipulation and sitting for long periods of time. Must be able to speak clearly and hear effectively in order to assist members over the telephone. Vision abilities required by this job include close vision for frequent viewing of computer monitor and review of documents. MENTAL Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must have a strong ability to read and carry out various written instructions and follow oral instructions. Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. EQUIPMENT Personal computer with windows environment General Office; copy machine, calculator, and scanner, etc. The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as detailed description of all work requirements that may be inherent in the job.

Responsibilities

The Contact Center Representative assists members with their operational and financial needs through telephone and email inquiries. They process transactions, provide information on services, and promote credit union products.