Contact Center Representative I

Overview: Listerhill Credit Union is a financial cooperative whose primary purpose is to help our members live financially healthy lives. In 1952, seven Reynolds Metals employees deposited $5 each with the idea of starting a credit union that was member-owned and member-focused. Helping co-workers break from predatory lenders to borrow affordably and save for their financial futures, was their motivation. We have grown from a single office at Reynolds Metals to 18 branches throughout northwest Alabama and south-central Tennessee. Today, we serve 13 counties with a full line of financial solutions. Our purpose and commitment to financial health has never changed. We recognize what is good for our members is good for us. We aspire to high standards of integrity, excellence, and passion. Furthermore, we strive to be innovative for the members’ benefit and engaged in the betterment of their communities.

The Role: Your efforts and ultimate successes should be measurable and recognizable as you strive daily within LCU’s vision: “to value people over profit, proactively seek improvement, work passionately, exceed expectations, and make our community a better place”. You will provide leadership and assist in problem resolution. Provide information concerning the credit union and services to the membership and be responsible for taking appropriate action to requests.

What you will do:

• Serve membership by providing service and information in a pleasant, efficient manner via telephone or correspondence, including:
• Researching and solving member questions, problems, and complaints concerning credit union accounts
• Verifying accounts upon proper identification
• Cross-selling credit union services
• Answering basic questions regarding share accounts, share drafts, Visa, debit cards, IRA’s, and CD’s
• Answering inquiries concerning availability of funds, dividends and interest paid
• Performing telephone requests for transfers
• Assist members with basic questions regarding their loans, including rates and payoff amounts
• Assist members with remote access
• Research member inquiries to ensure proper follow up and satisfaction
• Keep all credit union member and employee-related business in strictest confidence
• Treat all credit union members and employees with a positive and cooperative attitude
• Perform other duties as assigned

Qualifications:

• High School diploma or GED
• One-year of financial institution or customer service experience
• Prior experience assisting members by telephone preferred
• Must possess a professional demeanor and personality conducive to service and sales culture. (This qualification will be measured by validated testing)
• Must communicate well verbally and in writing
• PC Skills
• Strong communication skills
• Commitment to LCU’s Mission Statement and Core Values
• Must successfully complete appropriate LCU assessments

This Job Description is not a complete statement of all duties and responsibilities comprising this position.

Listerhill Credit Union is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state of local law.