Call Center Representative

The Core Values of Forest Area Federal Credit Union are:

Respect

Integrity

Empowerment

Passion

Innovation

With the foundation of our values in-place, we confidently articulate our Mission:

“Strengthening Our Communities; Investing In Your Success”

Position Purpose

Provide information and customer service concerning the credit union and its products and services to credit union members, ensuring the highest quality of member service.

Job Functions

Serve membership by providing service and information in a pleasant, professional, and efficient manner primarily via telephone, or correspondence.

Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems.

Fulfill requests by clarifying desired information, completing transactions, forwarding requests.

Sell additional services by recognizing opportunities to cross-sell and up-sell accounts, explaining new features.

Verify accounts, process stop-payments on share draft accounts, order cards, answer questions regarding share accounts, share drafts, VISA cards, ATM cards, etc.

Assist members with basic questions regarding their loans.

Assist members with remote access.

Mail, fax, or e-mail new member applications, loan applications, and/or information to members and prospective members.

Ensure that all credit union member-and-employee-related business is kept in the strictest confidence.

Keep equipment operational by following established procedures, reporting malfunctions.

Update job knowledge by participating in educational opportunities.

Uphold the compliance requirements of all related federal regulations, including but not limited to the Bank Secrecy Act (BSA) and Anti Money Laundering (AML) policies and procedures. Complete annual BSA, AML and other job related training requirements as established by the credit union and within deadlines.

Perform other duties as assigned.

 Performance Measurements 

Appropriately and professionally direct all inquiries.

Answer telephone calls within 3 rings and in a friendly, professional manner. Make call transfers quickly and accurately, with minimum transfers. Accurately record messages and deliver them in a timely manner.

Accurately and promptly process mail and special deliveries.

Ensure correspondence,  reports, and other assigned communications are produced in a timely manner, are accurate and error-free, and distributed appropriately.

Phone system and fax machine are well-maintained. Faxes are sent and processed in a timely manner.

Keep files and records current and well organized.

Maintain a professional attitude and appearance. Provide informed and professional service and support.