Summary:

The Call Center Representative 1 is responsible for providing a First Call Resolution to Credit Union Members by providing knowledgeable, friendly, and professional service and support to all members and associates.

Essential Functions & Responsibilities:

1. Assists members with telephone requests regarding Member Service; including but not limited to answering questions about products, services, and accounts.
   • Accurately maintaining confidential member account information on computer systems. Completing transactions per member request, such as transfers, stop payment, wire requests, loan payments, closing accounts.
   • Provides a superior member experience by actively listening, reviewing, and assessing the needs of the member in each interaction.
   • Identifies cross-sell opportunities by successfully presenting and placing appropriate products and/or services that meet the member’s needs.
2. Actively guides members through troubleshooting and/or navigating the website or other services available.
   • Addresses and resolves member concerns (referring issues that are beyond their authority to the Call Center Manager).
   • Directs incoming calls to the appropriate employee/department.
   • Completes daily items such as Online Banking registrations or resets, adding Travel Notices, setting up and/or maintaining automatic/recurring loan payments, setting up/reviewing Bill Pay, ordering checks, entering loan applications, scanning, and filing documents properly.
3. Assists members with loan requests.
   • Conducts loan interviews, gathers, and documents pertinent data necessary for underwriting.
   • Cross-sells appropriate loan related products.