Midpoint -  $13.00/ hr

Hours: M-F 8:30am - 5:15pm

General Summary:             

Provides courteous phone assistance to members regarding all aspects of their account and supply overall credit union knowledge and information to each caller.  Identify the financial service needs of each member, take extraordinary steps to offer solutions to meet those needs, and promptly deliver the credit union's products and services with accuracy and courtesy.  Provide prompt, accurate, and courteous service to internal members (co-workers) at all times.

ESSENTIAL FUNCTIONS:

·          Assist members in setting up, using & trouble shooting the telephone response system, online banking, and online bill payment system.

·          Complete appropriate forms to report lost/stolen ATM or credit cards, requests for replacement ATM or credit cards, then forward requests to appropriate department.

·          Comply with BSA regulations when performing all job requirements, and stay abreast of  updates/requirements of BSA/OFAC/CIP through completion of training courses assigned annually by supervisor as well as attendance at quarterly all employee meetings discussing BSA compliance activities.

·          Mail requested correspondence to members or potential members.

·          Process all phone or fax requests for share withdrawals, share transfers, remote funds withdrawals, wire transfers, credit card payments, closing accounts, certificate of deposit purchases and surrenders, check copies and statement copies.

·          Process all phone-in loan applications by collecting all necessary information from the member, keying the information to Loan Origination and forwarding the application to the credit department.

·          Process incoming payroll deduction change requests and forward them, by fax or mail, to the appropriate sponsor company's payroll department.

·          Process incoming title work and maintain files of work in progress.

·          Process member Credit Disability claims, mailing member forms, pulling statements & loan documents, and forwarding disability claims to SWBC.

·          Provide accurate account information to members making inquiries by telephone.

·          Provide members with supplemental lending information such as loan rates, approximate loan payments, maximum lending amounts, N.A.D.A. values and information needed to complete loan applications.

·          Research member account disputes and provide members with timely and accurate explanations and/or solutions.  If further research is required, document requests and forward to the appropriate department.

·          Respond to member’s email request in a timely manner.

·          Setting up and assisting members with online banking.

POSITION REQUIREMENTS:

Critical Competencies:

·          Knowledge of legislation, rules and regulations which apply to financial institutions including but not limited to Truth in Savings, Truth in Lending, Bank Secrecy Act and anti-discrimination legislation.

·          Knowledge of legislation, rules and regulations which apply to financial institutions including but not limited to Truth in Savings, Truth in Lending, Bank Secrecy Act and anti-discrimination legislation.

·          Sound analytical and problem solving skills with the ability to interpret information to arrive at a solution.

·          Sound interpersonal and communication skills both oral and written including the ability to negotiate with members and cross sell credit union services.

Experience:

·          Six or more month's clerical experience.  Preferably in a financial institution and/or call center. 

·          Six or more month's experience operating a personal computer with Windows based software applications.

Education:            

·          High school diploma or its equivalent.

Physical:

·          Requires the hand/eye coordination necessary to operate office business machines (calculator, phone, fax, copier, etc.) and a personal computer. 

·          Hearing and speech sufficient to verbally communicate in person and on the telephone.

·          Mobility to frequently alternate between sitting, standing, and moving about the facilities.

·          Work occasionally produces a medium level of mental fatigue.