Dispatch Center Representative - Cerritos, United States - Popa Federal Credit Union

Description

Dispatch Center Representative I (DCR; Floater)

Status:
Non-Exempt/Full-Time

Location:
Cerritos

Reports To:
Dispatch Center Manager

Level:
Non-Management

Job Summary:

This position is a back-office representative of POPA Federal Credit Union, whose main responsibility is to interact and develop long term profitable relationships with our members by determining the member's financial needs and presenting and selling the member on the best financial solution for them via telephone and electronic communications.

The DCR I will serve as a liaison between the member and the Credit Union; provide account information by phone, as well as information on the full range of products and services; has the ability to identify and cross-sell multiple products and services; as deem necessary by management, may require to float to POPA FCU branch locations periodically to fill staffing needs; open accounts for members, interview, and professionally handle the member's daily needs; provide a variety of transaction services to members including loan processing, closing, and disbursal.

Essential Job Functions:

• Project a professional and positive image of the Credit Union at all times.
• Handle large call volume, while providing excellent member service at all times.
• Perform member transactions which include but are not limited to: posting deposits and withdrawals (including sizeable cash payments), check cashing, loan payments, transfers, issuance of Cashier Checks/Credit Union checks.
• Maintain confidentiality of Credit Union and member records during and after employment with POPA FCU.
• Balance cash, checks and perform all endofclosing functions in accordance with Credit Union policies and procedures.
• Respond to members' inquiries, requests, and problems/complaints by resolving the issues directly and/or directing them to the appropriate person for specific information and assistance.
• Open various new accounts and service existing accounts; set up new account files and provide members with all necessary information for membership.
• Perform various account file maintenances (e.g. account data changes, account closures, check orders, card orders, overriding online lockouts for online services, etc.).
• Assist and educate members on account products including share certificates, savings, and checking accounts.
• Process incoming mail (e.g. deposits, account updates, etc.)
• Process check orders, stop payments, fraud claims, photocopy orders, signature cards and other counter forms.
• Promote Credit Union products and services based on member's needs that are obtained from member interviews and/or review of member's account; expectations include meeting minimum goals set by the department.
• Maintain current knowledge of Credit Union's products, services, and marketing promotions.
• Travel to other POPA FCU branches periodically, to fill staffing needs at all branch locations. Must have a valid driver's license and own reliable mode of transportation.
• Service and balance ATM and coin machines (as applicable).
• Create, process, and fund loans.
• Comply with all applicable laws, regulations, and Credit Union policies and procedures, and ensure compliance with all governing regulations, including but not limited to: Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), Truthin Savings and Fair Credit Lending Practices.

All other duties as assigned or requested by Branch Manager.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.


Qualifications:

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Knowledge, Skills and Abilities:

• High School degree or equivalent.
• Minimum of 1year member services experience in a Credit Union or, financial institution is highly desirable.
• Demonstrated strong verbal and written communication skills.
• Demonstrated computer proficiency within a Windows environment. Must be able to routinely perform work on a computer for an average of 68 hours per day
• Basic math skills required.
• Availability for any branch assignment is required
• Previous consumer lending experience is highly desirable.
• Ability to work independently or within a team to accomplish goals and objectives.
• Ability to provide meticulous attention to detail, and concern for accuracy and consistency in results.
• Ability to read, analyze, and interpret procedures, or governmental regul