Senior Call Center Representative

Senior Call Center Representative

Full Time (40 Hours)

Monday - Saturday (Varies)

Headquarters
630 Trade Center Drive
Las Vegas, NV 89119

The primary purpose of this position is to assist Silver State Schools Credit Union to live out its Mission, "Excellent Member Service and Financial Solutions - For Life," by providing outstanding service to both members and internal members. A key component of this service is to identify member needs and provide appropriate credit union product solutions.

A Senior Call Center Representative is responsible for building relationships with our credit union members. provides member services via telephone, email, or chat by performing transactions on members  accounts, answers questions and cross-sells credit union services, opening accounts, process loan applications, and resolving member concerns. Responsible for presenting and explaining credit union products and services to members and assisting them to utilize these products and services.

Build member relationship through proactively identifying additional products and services that will aid the member in achieving their financial goals. Assist members in resolving account related problems by recommending solutions that will meet and/or exceed their requests. Communicate effectively with prospective and current members and represent the credit union in a positive and professional manner. Provide highest level of caring, personalized service and quality products, while staying abreast of members  needs and expectations.

In accordance with prescribed methods and operating policies and established practice, the Senior Call Center Representative:

• Contribute to the development and refinement of the credit union s loan and new account growth and strategy working in a team environment dedicated to exceptional member service.
• Ability to assist in managing a high-volume/production, fast-paced Call Center environment assisting members, processing new accounts and loans. This includes inbound and outbound calls to members and potential members offering products and services to enhance the member engagement.
• Ability to manage, organize and prioritize work in a high volume/production and fast paced environment to ensure timely and accurate opening, processing, and funding of all requests, new accounts, and loans. This includes assisting and holding accountable the Loan Officers in this process as well.
• Acts as a mentor/coach for newly hired Call Center Representatives.
• Assists members and potential members with their transaction requests; answers questions about products and services and recommends suitable products and services. Interview s members to determine financial needs. Suggests and explains appropriate deposits, lending, and investment products. Describes and recommends suitable insurance products and automated services. Resolves problems that are within their authority; refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Work cooperatively with Call Center team as well as other departments to assist members and connects members to appropriate staff member or department when needed with minimum transfers.
• Processes a variety of financial transactions for members including processing transfers and loan payments within credit union accounts, issuing checks/drafts, and other negotiable instruments.
• Responds and researches member inquiries regarding account history including loan amortization, access to services, resolving account discrepancies, balancing, and reconciling, adding or reducing service features on various accounts, assisting members to make the most effective use of automated services and explaining loan decision.
• Contact members and prospective members to present information on available products and services.
• Effectively explain and train on the features and benefits of credit union electronic services and payments including debit and credit cards, eVoice, Silver Connect, online and mobile banking (consumer and business) including bill payment, mobile app functions, POPmoney (P2P), Card Controls, Positive Pay,…