Credit Union Call Center Representative I

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***THIS IS AN ON-SITE ROLE IN YUBA CITY, CA

Summary : Takes a team role in the department to maintain a positive working environment and provides the best possible member service while minimizing losses and errors. Use judgment and knowledge based on training to interpret policies and procedures.

Essential Functions

• Proven telephone etiquette.
• Ability to work well under pressure with multiple projects and deadlines.
• Working time is spent as follows:
  • 90% of total working time is spent on the phone using the following equipment:
    • Headset
    • Computer
    • Printer
  • 10% of total working time is spent:
    • Researching member questions.
    • Preparing and mailing member correspondence.
    • Posting incoming mail.
• Must be able to perform the following functions: Continuous sitting or standing for up 7 hours per day, intermittent bending and walking for 1 hour per day.
• Must be able to perform light work lifting, carry and/or pushing objects up to 25lbs.
• Must work well under pressure, meeting multiple and sometimes conflicting deadlines. Must always demonstrate cooperative behavior with colleagues and supervisors. Must be able to follow a flexible schedule.

Duties and Responsibilities :

• Maintain a high standard of member service in the department.
• Takes ownership of work.
• Maintain a high level of productivity in the department.
• Practice proactive selling.
• Know and adhere to policies, procedures, and security controls.
• Processes member requests and adjusts accounts when necessary.
• Engage in ongoing training.
• Contribute to regularly scheduled department meetings and team efficiency.
• Utilize tact and experience-based knowledge to resolve member complaints and explain specific policies and procedures.
• Practice proper security and processing controls for negotiable items.
• Responsible for timely processing of mail, email action requests and inter-office courier bags.
• Ensure that all mailed information is complete and in accordance with established policies and procedures and proper records are accurately maintained.
• Evaluate current department procedures and make recommendations for change and improvement.
• Must be able to actively listen to resolve most minor member issues without needing assistance from supervisor.
• Perform other duties as assigned by supervisor.

• High school diploma or equivalent.
• Excellent telephone and communication skills.
• Accuracy with numbers. Detail-orientated.
• Proven ability to work effectively and cooperatively with public and co-workers.
• Must demonstrate proficiency in all current Call Center programs, such as but not limited to,
• Teller Navigator or current Core System, Shore-Tel, or current Phone system, Chat On-Line, Visa On-Line, SWBC On-Line Payments, Architect, Zelle, Card Valet, Mobile Banking, Client Central, etc.
• Must be able to adhere to a flexible schedule, including nights and weekends.

Salary: $18.46 - $19.68