MSCC Representative

Description

This position is primarily responsible for handling inbound calls and project specific outbound calls and providing quality member service, assisting members with monetary and non-monetary transactions such as inquiries, transfers, check withdrawals, wires, loans, taking loan applications and opening new accounts, stop payments, and member account changes; resolving problems, balancing daily work and cross selling Credit Union services and products by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Core duties and responsibilities include the following. Other duties may be assigned.
• Embraces and encourages the "Selling is Telling" philosophy by provides members with information about products and services for the benefit of the member and the credit union to strengthen member relations with Summit Credit union.
• Maintains a positive, professional attitude and pleasant tone when dealing with others.
• Constantly accesses staff intranet to remains current and up to date on communications, policies, procedures, and service that are offered to provide efficient and accurate responses to members’ inquiries and ensures own familiarity with the most up-to-date policies and procedures.
• Meets or exceeds minimum Quarterly Score Assessment percentages regarding quality standards and call measurements.
• Responds and resolves all members request and correspondences maintaining electronic images of such correspondence using Fast Docs.
• Works with the Internal Audit department in processing tasks to comply with escheat regulations.
• Accepts accountability for member or internal member issues and follows up for resolution.
• Assists staff and management on specific tasks and/or special projects.
• Uses advanced problem-solving skills paired with knowledge of Summit Credit Union policies and procedures to identify and communicate appropriate solutions for members.
• Meets sales goals as assigned.
• Handles all financial call types, such as IRA, online banking and debit card support.
• Proactively assists members with completion of product applications to facilitate additional sales.
• Recognizes and communicates the need for potential additions to current policies and procedures.
• Handles both telephone and email contacts.
• Maintains detailed knowledge of when and where to escalate issues.
• Builds and maintains strong business relationships with phone members and prospective members through established customer service and sales standards.
• Maintains confidentiality when handling member requests and transactions.
• Accurately take members loan applications by insuring loan policy requirements are met.
• Understands departmental functions and Summit Credit Union operations including:
• Branch Operations
• Data Processing / Information Systems
• Lending
• Marketing
• Accounting
• Card Services
• Collections
• Consumer and Mortgage Lending

ACCOUNTABILITY:

• Maintains positive, friendly attitude while controlling the conversation to ensure minimal calls abandon rates and call volume standards are achieved.
• No more than 5% monthly average abandoned rate
• No more than 45 second monthly average answer speed

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual

• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Interpersonal

• Customer Service - Manages difficult or emotional customer situations; listens carefully and responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.

Organization

• Ethics - Treats people with respect; keeps commitments; works with integrity and ethically; upholds organizational values.

Self-management

• Judgment - Displays willingness to make decisions; exhibits…