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Virtual Retail Center Represenative - PT


Virtual Retail Center Represenative - PT

Virtual Retail Center Represenative - PT

Primeway Federal Credit Union
Houston, TX 77007

Job details

Job Type

Part-time

Position Summary:
Provides courteous phone assistance to members regarding all aspects of their account and supply overall credit union knowledge and information to each caller. Identify the financial service needs of each member, take extraordinary steps to offer solutions to meet those needs, and promptly deliver the credit union's products and services with accuracy and courtesy. Provide prompt, accurate, and courteous service to internal members (co-workers) at all times.
Duties and Responsibilities:

  • Assist members in setting up, using & trouble shooting the telephone response system, online banking, and online bill payment system.
  • Cross-sell credit union products (i.e. GAP, Credit Cards, Loans) and services to members by identifying a financial need and communicating the features and benefits.
  • Submit proper request to report lost/stolen ATM, debit or credit cards, and send replacement cards.
  • Research member account disputes and provide members with timely and accurate explanations and/or solutions.
  • Comply with BSA regulations when performing all job requirements, and stay abreast of updates/requirements of BSA/OFAC/CIP through completion of training courses assigned by supervisor or training manager.
  • Mail requested correspondence to members or potential members.
  • Process all phone, fax and email requests.
  • Process all phone-in loan applications by collecting all necessary information.
  • Provide loan results to member.
  • Answer general questions about GAP, extended warranty, and unemployment benefit questions.
  • Provide members with general information regarding current credit union services, fees, rates, and accounts.
  • Conduct warm-transfer calls to other colleagues within the organization.
  • Review account to issue refunds based on members’ requests.
  • Review account to determine if deposits are eligible to release sooner than scheduled date.
  • Process Skip-A-Payment requests.
  • Send account verification letters via fax or email.
  • Place check order requests for members.
  • Sign member up for e-statements, send statements as requested.
  • Assist internal team members with various system issues and how to bypass them.
  • Process check by phone payments for members.
  • Find the nearest location and provide directions to branches.
  • Verify account information for third parties with members.
  • Assist Training to provide hands-on training for new Contact Center Representatives.
  • Process initial wiring process for domestic and international wires and send disclosures
  • Distribute incoming faxes and forward to the respective person/department.
  • Submit travel notifications requests.
  • Complete stop payment requests.
  • Answer proactive and daily chat or email correspondence communications from members.
  • Remain flexible to work from home or an off-site location when operational demands are required.
  • Complete Remote Deposit Capture daily exceptions.
  • Other duties as assigned.

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Knowledge and Skills*

  • Knowledge of legislation, rules and regulations which apply to financial institutions including but not limited to Truth in Savings, Truth in Lending, Bank Secrecy Act and anti-discrimination legislation.
  • Sound interpersonal and communication skills both oral and written.
  • Sound analytical and problem solving skills.
  • Solid personal computer skills with Windows based software applications

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Abilities*

  • Ability to interpret information to arrive at a solution.
  • Ability to negotiate with members and cross sell credit union services.

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Experience*

  • Six or more month’s customer service or clerical experience. Preferably in a financial institution and/or call center.
  • Six or more month's experience operating a personal computer with Windows based software applications.

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Education*

  • High school diploma or its equivalent.

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*ADA Requirements

  • Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must by capable of regular, reliable and timely attendance.

Job Type: Part-time


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Hiring for this role


• Mobile: NA

• Location: NA

• Post ID: 21883075


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