Communication Center Specialist; Mid Shift Admin Center - Traverse

This role is not eligible for remote work.

Mid shift hours: 8:30 am-5 pm non-Sat, 8:30 am-5:45 pm Sat week, Sat 8:45 am-2:15 pm

POSITION TITLE: Communication Center Specialist I

DEPARTMENT: Communication Center

CLASSIFICATION: Non-Exempt

APPROVED BY: CEO

WAGE GRADE: 6

WAGE RANGE: $17.30 - $21.63

REPORTING RELATIONSHIPS

POSITION REPORTS TO: Communication Center Assistant Manager II/III

POSITIONS SUPERVISED: None

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for the effective and professional completion of Communication Center Specialist functions.

• Handles member questions and complaints received through remote service channels in a timely and professional manner.
• Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Lead Communication Center Specialist.
• Actively cross sells Credit Union products and services.
• Completes maintenance on accounts.
• Coordinates the completion of forms for dispute, wires, accounts and applications.
• Maintains and projects the Credit Unions professional reputation.

Assumes responsibility for creating a positive member experience and deepening member relationships.

• Provides outstanding service to members when assisting them.
• Relates to and connects with members to instill confidence and gain their trust.
• Identify members initial needs and additional needs by asking the right questions.
• Offer the right solutions, including additional products and services, in order to ensure member satisfaction.
• Attends and participates in meetings as required.

Assumes responsibility for related duties as required or assigned.

• Assists other departments as necessary.
• Ensures work areas and equipment are clean and well maintained.
• Performs procedures for opening and closing of operations, including alarm, and door duties.
• Performs related clerical and lending functions as required.
• Comply with the U.S. Patriot Act and the Credit Unions Bank Secrecy and OFAC Policies and Procedures.
• Comply with the Gramm-Leach Bliley Act and the Credit Unions Information Security program, maintaining the privacy and security of information, Systems and locations.

PERFORMANCE MEASUREMENTS

• Communication Center Specialist functions are efficiently, effectively and accurately performed in accordance with established policies, standards, and security procedures.
• Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved.
• Accurate and complete information about Credit Union products and services is provided to members.
• Good working relationships and coordination exist with area personnel and with management. Management is appropriately informed of area activities.
• The Credit Unions professional reputation is maintained and conveyed.
• Quality scores, referral totals, and member satisfaction scores meet expectations and reflect effort to create a positive member experience.

EDUCATION/CERTIFICATION: High school graduate or equivalent.

REQUIRED KNOWLEDGE: General knowledge of Credit Union policies and procedures

• Understanding of Credit Union philosophy.
• General knowledge of Credit Union products and services

EXPERIENCE REQUIRED: Minimum of one year in customer service preferred.

SKILLS/ABILITIES: Excellent communication and public relation skills.

• Professional appearance, dress, and attitude.
• Ability to operate related computer software, telephone and business equipment.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, or quickly.

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTION: Movements frequently and regularly required using the wrists, hands, and/or fingers.

FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH: Sitting and standing.

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:

• Ability to deal with a variety of variables under only limited standardization.
• Able to interpret various instructions.

MATHEMATICS ABILITY:

• Ability to perform basic math skills, use decimals to compute ratios and percentages.

LANGUAGE ABILITY:

• Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
• Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
• Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary.

INTENT AND FUNCTION OF JOB DESCRIPTION S

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