Call Center Representative (Banking) (Administrative)
This position is classified as hybrid, combining in-office and remote hours. Candidates must reside within a commutable distance to the Pleasanton Corporate Headquarters.
General Summary
The Call Center Representative (also known as our eSolutions Representative) is responsible for consistently delivering world class service to members, uncovering and understanding our members known and unknown needs and finding solutions to help them achieve those needs. The ideal candidate will be able to multi-task effectively while answering a high volume of calls and handle and resolve a variety of situations impacting our members financial lives.
Reporting Relationships
Reports to the eSolutions Manager
Specific Responsibilities and Duties
Exceed members expectations through efficient, proactive and accurate service to ensure a superior member experience by actively listening and assessing the needs of the member, explaining the features and benefits of targeted solutions and ensuring first-call resolution of members concerns. Serve members financial needs via all remote communication channels: fulfilling requests, answering inquiries, completing transactions, resolving problems, maintaining database, and by providing information and education regarding Credit Union services.Open new memberships and/or additional products for new and existing members and assists members with automated services. Stays abreast of latest changes in products, services, consumer protection laws, rate changes and Credit Union policies and procedures. Support the achievement of both individual and team based sales, service and operational goals by understanding members stated and unstated needs, and taking advantage of opportunities to strengthen member relationships through the proactive cross-sell of SafeAmerica products and services.
Essential Functions, Skills and Abilities
Includes the possession of, but is not limited to:
Prior experience in a sales and service environment.Demonstrates excellent telephone etiquette and an ability to establish rapport with members over the phone.Demonstrates empathy and ownership, striving to make anothers experience better.A true team player and collaborator able to translate knowledge and experience into strong and productive relationships internally and externally.Professional behavior and professional image while maintaining consistent attendance at work.Ability to multi-task, handle ambiguity and adapt quickly to changing circumstances.Contribute toward creating solutions to challenges that impact the team while maintaining a focus on productivity.
Banking Knowledge:
Knowledge of banking products and services.Knowledge of general banking policies, programs, procedures and financial practices. Ability to explain financial concepts, policies and procedures clearly and succinctly to others.
Technical Knowledge:
Competence in personal computer skills working in a Windows environment, with particular knowledge of word processing and spreadsheet applications: ability to quickly learn specialized software applications. Ability to calculate figures and amounts such as discounts, interest, commissions and percentages. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
Physical Abilities:
Include but are not limited to:
The ability to compare and continuously be alert, use judgment, and be patient; and the continuous need to use auditory perception, memory and reasoning ability. While performing the essential duties of this job, the employee is regularly required to talk or hear. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.
Why Work With Us?
Because we have AWESOME employees! And, we offer a full range of benefits and competitive compensation to support the financial and personal needs of our employees and their families. Our benefits package includes but is not limited to;
Paid time off10 Holidays off per year401(k) as well as a traditional pension planIncentive and bonus programsEmployee Assistance Program (EAP)Medical, dental, and vision plan coverageLife insuranceDependent and health care reimbursement accounts
We also offer our employees discounts on our products, a casual dress code, a rewards and recognition program, and an employee referral program!
