Back Office - Chalfont, United States - Merck Sharp & Dohme FCU

Description

Job Description

POSITION DESCRIPTION

JOB TITLE: Back Office & Call Center Representative

GRADE LEVEL: VI

DEPARTMENT: Call Center

FLSA: Non-Exempt

Reports directly to: Call Center Manager

Function: Provides service to any department needing assistance in carrying out the objectives of the Credit Union. Many of the duties are clerical in nature, but require strong attention to detail, confidentiality, and flexibility. Assist members in all areas of Credit Union operations and services. Provide service oriented "one call/no transfer" telephone assistance to the membership which ultimately contributes to creating member loyalty.

Duties and Responsibilities:

1. Must meet our service standards as evaluated by our internal and external members:

• I will greet you with a prompt, friendly welcome

• I will treat you with courtesy and respect

• I will offer you my undivided attention

• I will take ownership of situations and follow through

• I will provide accurate information and helpful solutions

• I will do all I can to improve your financial life

• I will thank you for your business

2. Research, gather, compile, and prepare data for daily, monthly, and yearly reports and other correspondence. Including Marketing promotions with the logging and funding of accounts.

3. Assist in gathering reports and data for Auditors.

4. Research and respond appropriately to all members' inquiries submitted through all our secured/unsecured email systems.

5. Open Employee Accounts and Order New Debit Cards.

6. Maintain and update internal and external members' and employee account information.

7. Mentor and coach peers with operational questions with most of the emphasis on the digital channels.

8. Answer telephone and assist members with all aspects of the Credit Union's deposit and lending functions. Provide quality "one call/no transfer" service to the members.

a) Process consumer loan applications taken over the telephone, assisting member with any questions and explaining the process up to the signing of loan.

b) Answer questions and make adjustments to debit and credit cards.

9. Research, assist, and respond to member inquiries regarding loans, member accounts, and other available services.

10. Resolve problems by clarifying member complaints and determining the cause of the problem across all channels including Bill Pay, On-line Banking, and Mobile Banking. Recommending the best solution benefitting the member and follow up to ensure member loyalty.

11. Record all member transactions and requests including issues tracking for the IT Department.

12. Identify opportunities for cross-selling products and /or services to members, asking members for their business in order to improve their financial life.

13. Fulfill member requests for account maintenance with new and existing members while seamlessly serving them by booking appointments at branch locations.

14. Handle the afterhours Call Centers tickets and follow up with the membership via phone/email regarding member requests they couldn't resolve.

15. Review members remote deposit checks through the mobile deposit system for approval or denial.

16. Multi-task by servicing the membership by phone and via chat simultaneously.

17. Participate in core testing and organizational committees for the growth and improvement of the Back Office/Call Service team.

18. Perform compliance duties and verifications for membership maintenance.

19. Contribute to team effort by accomplishing Balance Score Card Goals as needed.

20. Demonstrates flexibility to meet work shifts, Saturdays and overtime as needed.

21. Meet credit union standards for service and sales using the creating member loyalty skillsets of looking for sale opportunities and generating referrals.

22. Perform Call Center duties.

23. Perform other duties as assigned.

Positions Specifications

Education: High School Diploma

Experience: Financial services experience normally acquired through two years working in a lending/customer services capacity in a financial institution preferred.

Skills:

• Knowledge of financial institution deposit and lending functions/services.

• Demonstrated ability to provide courteous and professional service to members.

• Excellent verbal, written and phone skills.

• Strong PC skills required, including Excel, Word and understanding of the Internet.

• Able to problem solve, make sound decisions and work independently.

• Exemplifies professionalism and has strong leadership skills.

• Ability to multi-task while meeting deadlines.