New Dimensions Federal Credit Union
**THIS POSITION IS LOCATED WITHIN A CALL CENTER**
Role: To assist members and potential members who inquire electronically or by telephone. Promote a positive sales and service culture, provide exceptional service, and recognize every interaction is a connection and opportunity. Assist members with financial transactions and issues in general. Representatives are empowered to apply their knowledge and utilize their resources to find solutions or alternatives to reach a positive outcome.
E - 30% - Assists members and potential members with their inquiry or request, while consistently achieving or exceeding quality and performance standards. Answer questions about products, services, guide set-up of services such as home banking, mobile access, and resolve problems within established authority levels. Escalate and/or re-direct callers to appropriate departments and recommend resolutions.
E - 20% - Receive and accurately process member financial transactions requests (which are not all inclusive), including address changes, deposits, transfers, withdrawals, payments, and account adjustments while continuing to uncover additional needs. Close deposit accounts via phone/DocuSign/Opening Act. Perform basic IRA transactions.
E - 15% - Process rate discounts, and assist members with "skip-a-pay" applications. Educate the member on various loan types to assist with member lending needs.
E - 10% - Educate members while providing accurate, friendly, professional, supportive solutions that benefit the member. Empathize and provide a level of understanding for members in distress. Be an advocate for helping members meet financial goals. Cross-sell products and services.
E - 10% - Responds to messages through Facebook, Home Banking, Info group, voicemail, and digital communication channels. Educates members on electronic delivery services.
E - 5% - Interfaces with other departments as needed to assure that member needs are met, and disputes are resolved in a prompt and timely manner.
E - 5% - Uses pleasant, professional tone of voice at all times to provide friendly, efficient, and effective member service.
N - 5% - Performs other job- related duties required or assigned.
Performance Measurements:
1. To adhere to the shared values of the organization.
2. To uphold the member service standards of the credit union by providing prompt, courteous, professional service to internal and external members while maintaining a professional, courteous, and friendly atmosphere.
3. To develop, comply and maintain a working knowledge of the credit union's standards, policies, procedures, and government regulations.
4. To answer the telephone in an accurate, courteous, friendly manner to all callers within 2 rings and take appropriate action to complete or resolve the request. Re-direct calls, as appropriate, to the proper department or person with minimum transfers.
5. To respond to electronic communications and messages within 2 hours of receipt.
6. To take ownership, troubleshoot problems by exercising problem-solving skills and good judgment to choose the best alternative that fits within pre-defined standards.
7. To function positively and effectively as a member of a team or on individual tasks and assignments.
8. To comply with requirements of the Bank Secrecy Act, NCUA Rules and Regulations, and any other regulations pertaining to the job as described and credit union operations.
Knowledge and Skills:
Experience: One month to twelve months of similar or related experience.
Education: A high school education or GED.
Interpersonal Skills: Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information, which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.
Other Skills: Effective and strong interpersonal, verbal, and written communication skills. Listening skills. Ability to work accurately with numbers and perform basic mathematical calculations. Effective organization, time management, problem analysis and problem-solving skills. Ability to work independently, pay attention to details, exercise judgement, logic, integrity and initiative. Ability to work in situations such as those that occur in high volume incoming calls and/or communication. Able to operate a 10-key calculator, and computer keyboard (40 wpm minimum). Familiarity with Microsoft Office (Word and Excel), internet and email. Ability to write a professional business letter.
Mental: Continuous alertness, precision, and concentration to ensure accuracy and thoroughness of documentation and transactions. Continuous performance of basic numeric calculations, as well as writing, reading, comparing, and analyzing. Frequent use of judgment, reasoning, patience, and negotiation in solving members' problems. Frequent use of initiative and problem-solving ability in identifying members' needs and in actively cross-selling Credit Union services and products. Continuous memory demands in recalling people, Credit Union policies, services, and state and federal regulations.
Physical Requirements: While performing the duties of this job, the employee is frequently required to sit, occasionally stand, and walk (including going up and down stairs). Occasional lifting up to 10 pounds. Occasional reaching above shoulder level for supplies overhead. Continuous use of hands in repetitive tasks such as simple grasping, twisting/turning of wrists; finger dexterity to perform various clerical duties such as typing, or writing. Continuous speaking and hearing for interaction with members and coworkers. Continuous clarity of vision at 20 inches or less for normal processing of members' transactions and the ability to adjust focus.
Work Environment: The noise level in the work environment is usually moderate to high.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
Job Type: Full-time
Pay: $19.71 - $24.64 per hour
Benefits:
- 401(k) 6% Match
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
