Summary: Takes a team role in the department to maintain a positive working environment and provides the best possible member service while minimizing losses and errors.
Use judgment and knowledge based on training to interpret policies and procedures.
Essential Functions
Proven telephone etiquette.
Ability to work well under pressure with multiple projects and deadlines.
Working time is spent as follows:
90% of total working time is spent on the phone using the following equipment:
Headset
Computer
Printer
10% of total working time is spent:
Researching member questions.
Preparing and mailing member correspondence.
Posting incoming mail.
Must be able to perform the following functions: Continuous sitting or standing for up 7 hours per day, intermittent bending and walking for 1 hour per day.
Must be able to perform light work lifting, carry and/or pushing objects up to 25lbs.
Must work well under pressure, meeting multiple and sometimes conflicting deadlines.
Must always demonstrate cooperative behavior with colleagues and supervisors.
Must be able to follow a flexible schedule.
Duties and Responsibilities:
Maintain a high standard of member service in the department.
Takes ownership of work.
Maintain a high level of productivity in the department.
Practice proactive selling.
Know and adhere to policies, procedures, and security controls.
Processes member requests and adjusts accounts when necessary.
Engage in ongoing training.
Contribute to regularly scheduled department meetings and team efficiency.
Utilize tact and experience-based knowledge to resolve member complaints and explain specific policies and procedures.
Practice proper security and processing controls for negotiable items.
Responsible for timely processing of mail, email action requests and inter-office courier bags.
Ensure that all mailed information is complete and in accordance with established policies and procedures and proper records are accurately maintained.
Evaluate current department procedures and make recommendations for change and improvement.
Must be able to actively listen to resolve most minor member issues without needing assistance from supervisor.
Perform other duties as assigned by supervisor.
High school diploma or equivalent.
Excellent telephone and communication skills.
Accuracy with numbers.
Detail-orientated.
Proven ability to work effectively and cooperatively with public and co-workers.
Must demonstrate proficiency in all current Call Center programs, such as but not limited to,
Teller Navigator or current Core System, Shore-Tel, or current Phone system, Chat On-Line, Visa On-Line, SWBC On-Line Payments, Architect, Zelle, Card Valet, Mobile Banking, Client Central, etc.
Must be able to adhere to a flexible schedule, including nights and weekends.
Starting pay is $19.
56-$20.
38 per hour depending on experience along with a great choice of benefits for full-time and part-time employees.
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