Credit Union One Inbound Call Center Representative Job Overview

Inbound Call Center Representative

Summary

Inbound call center representatives assists members over the phone in opening accounts, applying for loans, obtaining and using electronic services, accessing financial planning and investment services, and processing various transactions. Uses telephone to sell and cross-sell credit union products and services.

Responsibilities and Duties

• Embraces and exhibits the core values of Credit Union ONE.
• Determines members needs by actively listening; responding to member needs by suggesting, explaining, and selling appropriate products and services.
• Exceeds member expectations by delivering exceptional member service.
• Efficiently answers incoming calls, e-mails and chat communications and determines member needs and assists member or directs call appropriately.
• Interviews members to obtain information and explain available financial services such as savings and checking accounts, loans, credit cards, mortgages, Individual Retirement Accounts, and Certificates of Deposit.
• Answers member questions and investigates complaints and recommends problem resolution and/or error corrections based on member needs and credit union policy and procedure.
• Assists members with online banking, electronic bill payment, Compuphone and debit card transaction questions.
• Assists members seeking credit.
• Determines which loan product best suits member needs.
• Helps member complete loan application.
• Obtains credit report and credit score, approves loans within prescribed parameters and refers others for decision.
• Schedules loan closing or arranges remote closing.
• Sells credit life, credit disability and GAP insurance as appropriate.