Part-Time Contact Center Member Consultant

at  Truity Credit Union

JOB SUMMARY

This position provides unsurpassed service experiences and build member relationships by effectively suggesting appropriate Credit Union solutions while answering member questions, resolving issues, and conducting transactions by telephone, fax, email, mail, digital banking messaging, or other electronic means.

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

• Knowledge of:
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• Credit Union products and services

• Consumer Lending loan products
• IRA, HSA, and Trusts
• Visa Cards
• Microsoft Office Suite
• Technology and various software programs
• Ability to:
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• Maintain accuracy

• Carry out Credit Union mission, philosophies, values, and practices
• Solve practical problems and deal with variables in situations
• Multi-task and make decisions in a fast-paced environment
• Organize and prioritize to make deadlines
• Open and close a call with warmth and professionalism
• Ability to communicate effectively and efficiently in a timely manner
• Ability to successfully communicate the benefit of products/services
• Speak with confidence and clarity
• Adapt professional style to the needs of the members
• Maintain confidentiality and professionalism
• Skill in:
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• Strong verbal and written communication

• The ability to serve members through digital banking messages, e-mail, and live chat forums
• Participate in a productive team environment

CRITICAL DEVELOPMENT EXPERIENCES:

Pursue opportunities for professional growth and development through training, education, and self-study
Successfully complete all applicable compliance training and testing

EDUCATION AND EXPERIENCE EQUIVALENT TO:

A minimum of one year up to three years of similar or related experience, including preparatory experience
A high school degree or equivalent

REQUIREMENTS

Regular attendance and timeliness are essential functions of this position. While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity. The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.

REGULATORY COMPLIANCE & CONFIDENTIALITY

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies. This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.
This job description should not be interpreted as all inclusive. It is intended to identify the duties, responsibilities and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description. Any physical demand of essential function or requirement of this position will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible