Job Description

Education & Skills Requirements:

• High School Diploma or GED, and
• Two or more years of related experience

Job Summary:

Telephone Service Tier 1 is responsible for assisting members’ requests for establishing new accounts and any other inquiries about their accounts, as well as meeting or exceeding credit union sales goals and limited technical support. Telephone Service Tier 1 must have knowledge of policies and procedures to be compliant with rules and regulations.

Essential Duties and Responsibilities include the following:

• Answer and respond to phone calls, email, and Online Banking support requests
• Maintain confident and professional speaking mannerisms
• Promote and cross sell credit union products and services based on member needs
• Meet and exceed monthly goals for loan volume, product sales, and call metrics
• Follow up with new and existing members to ensure that their needs are met and their problems are fully resolved
• Provide prompt, efficient, accurate service in the processing of transactions
• Provide information on membership fees, policies, processes, benefits, products, and services
• Respond to members' requests, problems, and complaints, and/or direct them to the appropriate person for specific information and assistance.
• Open new accounts and service existing accounts. Set up new account files and provide members with all necessary information for membership.
• Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, CD transactions, line of credit advances, and any other requests received from members.
• Research accounts for deposit, withdrawal, and loan-payment discrepancies.
• Assist members with the proper completion of payroll deduction and direct deposit cards.
• Assist members in opening individual retirement accounts.
• Demonstrates proficiency in in-person member interaction and transaction processing and can fill in on the front lines as needed
• Perform other assignments, projects, and duties as required/assigned

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