Call Center Representative ; Dispatch Center Representative - Floater

Description

We are seeking a dedicated and enthusiastic Call Center Representative I (DCR I) to join our team. The ideal candidate will possess exceptional interpersonal, problem-solving, and communication skills, with the ability to handle a high volume of calls and online services efficiently.

The DCR I 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.

• Call Center Representative
• 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.
• Assist members with a wide range of transactions, card issues, fraud disputes, general loan and account inquiries in person, via telephone, mail and/or email.
• Perform member transactions which include but are not limited toposting 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 end‑of‑closing 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.
• Process member transactions efficiently, accurately and in a timely manner including opening consumer loan applications, funding loans and completing all (required) related documentation. Responsible for the quality and accuracy of all worked performed.
• 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 members’ 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).
• Process applications for consumer loans.
• 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), Truth‑in‑Savings and Fair Credit Lending Practices.
• All other duties as assigned or requested by Dispatch Center Manager.
• This job description is not designed to cover or contain a comprehensive listing of activities,…