2016-01-08

TITLE

Customer Service Rep II

ABOUT THE ORGANIZATION

Please visit our website @ www.itcu.org for more details about InTouch Credit Union (ITCU).

We work for you!

EOE STATEMENT

We are an Equal Opportunity Employer.

CATEGORY

Call Center

DESCRIPTION

InTouch Credit Union is seeking applicants whose unique talents and character set them apart, the “Best of the Best.” If you have a passion for service, a drive to achieve results, and want to be part of an exceptional company team ….. we want to hear from you!

Call Center Opening!

Plano, TX

Salary range for this position is $15.27- $19.09

At InTouch Credit Union, we are committed to creating and maintaining member value through the delivery of exceptional, personalized service and competitive products. This commitment extends into InTouch Credit Union’s health insurance benefits, beginning on your hire date. Employees may enjoy a thorough offering of benefits (Medical & RX/ Dental/ Vision/Life Insurance/Flexible Spending Accounts and much more) immediately once they begin employment. Additionally, InTouch Credit Union offers an excellent 401(k) plan with no vesting schedule, and we will make safe harbor matching contributions of 100% of your pre-tax contributions that do not exceed 5% of compensation!

Business Hours:

Applicants must be open and flexible to work anytime during call center hours of Monday – Friday 7:30 a.m. – 5:30 p.m., and rotating Saturday’s 9:00 a.m. – 1:00 p.m.

POSITION PURPOSE

A Customer Service Call Center Rep II (a.k.a. Personal Financial Assistant II- Member Care @ ITCU) employee works within an inbound/outbound call center environment. This role assist members and potential members with their telephone or email requests while providing efficient, accurate, knowledgeable and courteous service. Assist members with questions and concerns ranging from basic to intermediate levels involving products and services. Be able to identify and recommend products and services based on the members financial needs upon review of their account or through determining needs based on asking open-ended questions . Respond to requests, issues, and concerns in a timely fashion and follow through to resolution when interacting with members or potential members.

POSITION EXPECTATIONS

Provide professional, accurate, courteous, friendly, and timely telephone service to all members and potential members. (Answer telephone immediately and respond to all correspondence following specified turnaround time.)

Able to work within a Call Center environment understanding its structure and adhere to schedule and punctuality requirements.

Make outbound calls from lists provided on auto pre-approvals, mail and email follow-up communication regarding pre-approval products, follow-up on referrals.

Take ownership of all member requests, with minimal transfer to alternate departments within the Credit Union.

Maintain and foster a positive spirit of team work between employees in the department and to help encourage team work between departments.

Address member needs and recommend products/services to fulfill those needs.

Ability to express oneself, clearly and concisely, both orally and in writing.

Analyze and comprehend complex functions and be able to disseminate that knowledge in a clear and understandable format to others.

Fosters a strong work ethic and customer service orientation.

Demonstrates confident and sound problem solving and decision-making skills.

Results oriented and proactive with ability to balance multiple high-priority initiatives/projects concurrently and complete multiple tasks simultaneously to complete assigned projects within prescribed deadlines. In addition, coordinates project work of team members.

Professionalism in appearance, dress, and attitude with ability to cope with stressful situations and maintain a calm and professional demeanor. Demonstrates highest level of professionalism while interacting with members and co-workers.

Consistently develops subject matter expertise to ensure knowledge keeps pace with changes in policies, procedures, regulations, laws and best practices.

Adapts to and endorses change and serves as positive change agent to support Credit Union goals and direction.

Remain flexible to the changing schedule demands of each office and department. This may require multiple Saturdays per month, evening hours, etc.

POSITION REQUIREMENTS

SKILLS AND ABILITIES

Preferred Qualifications:

Two (2) years experience in a bank/credit union environment

Two (2) years in an inbound/outbound call center environment

Working knowledge of Microsoft Office and Windows Basic software applications

Compliance with Federal Bank Secrecy and Money Laundering rules

Basic Qualifications:

High school diploma or equivalent

Mortgage Loan Originator (MLO) registration with Nationwide Mortgage Licensing System and Registry (NMLS) is required. (This is a SAFE Act position and registration will be required if an applicant does not currently have a NMLS number.)

Other Skills:

Excellent listening, communication and telephone skills

Ability to multi-task required

Proficient in 10 Key, typewriter, & computer keyboard

Ability to make decisions with minimum supervision

Ability to work as a team on projects with other departments

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral task, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standard required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated to be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardship on the organization. Job descriptions are not intended and do not create employment contracts. The Credit Union maintains its status as an at will employer. Employees can be terminated for any reason not prohibited by law.

FULL-TIME/PART-TIME

Full-Time

POSITION

Personal Financial Assistant II – Call Center

EXEMPT/NON-EXEMPT

Non-Exempt

LOCATION

Member Care Center-TX

THIS POSITION IS CURRENTLY ACCEPTING APPLICATIONS.

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