Security Credit Union · 3 weeks ago
Call Center/ITM Representative - Part Time
Holly,MI,US
Full-time, Part-time
Onsite
New Grad, Entry LevelSecurity Credit Union is committed to providing excellent service to its members. The Call Center/ITM Representative is responsible for addressing member inquiries and transaction requests through Interactive Teller Machines and the Call Center, while promoting a sales and service culture.
BankingCreditFinancial Services
Responsibilities
Responsible for answering all member inquiries and transaction requests received through our Interactive Teller Machines and Call Center accurately and positively
Promotes and participates in a sales and service culture consistent with SCU’s goal of exceeding expectations while maintaining a high level of service, safety, and member confidentiality
Balance daily
Perform operational duties and troubleshoot problems with department equipment
Report errors, abnormalities, and out of balance conditions to supervisor immediately
Correct all out of balance conditions as applicable
Process end of day voucher and office closing procedures
Maintain functional knowledge of online systems and all software used in the department, including the process to follow if the system goes down
Maintain thorough knowledge and understanding of credit union policies/procedures that are necessary for performing job duties, including but not limited to Negotiable Instrument Reference & Guidelines, BSA, and OFAC
Prepare reports, file, make photocopies/scans, and scan documents as required and assigned
Create new Excel reports and maintain current
Complete assignments given by management
Perform member service-related duties, including but not limited to; opening/closing/changing of deposit accounts and regular/IRA certificates; issue, order new, close/renew, change/adjust
Process fraud disputes and balance transfer requests on Credit/Debit card accounts; processing of stop payments, copies, corrections, orders, and balancing checking accounts; wire transfers; skip-a-payments; and all member account-related file maintenance requests according to procedures
Perform duties to; schedule member appointments; pull/review consumer credit reports and investigate disputes; process lien terminations; and department assigned side jobs
Process member related transactions by phone, mail, or email, including but not limited to, member deposits/payments and transfers; member verifications; returned mail; and member applications for products and/or services
Monitor call queues through UC Suite
Responds to all member requests for service through ITM; including assistance with using the ITM, processing transactions and responding to other requests
Provide technical support for e-services
Perform all teller related duties, including but not limited to; balance as required; process member deposits, payments, withdrawals, check cashing, cashier checks, and other promotional items
Process member related transactions by mail, email, and chat services, including but not limited to, member deposits/payments and transfers; member verifications; returned mail; and member applications for products and/or services
Monitor call queues to ensure timely and efficient service delivery
Troubleshoot and resolve member issues related to online banking, mobile banking, and payment portal
Approve or deny service requests sent by other departments by analyzing the account and making an informed decision regarding eligibility for products
Perform other job-related duties as assigned
Ensure prompt and courteous service is provided to all internal and external members/customers
Conduct work in a safe and healthful manner
Maintain thorough knowledge and understanding of credit union policies and procedures that are necessary for performing your job
Perform as part of a team and assist other employees and other departments as needed
Place documents that need to be shredded in the proper area for shredding
Maintain knowledge of and follow the established process for key control, security, and the security of all codes and procedures related to office security
Open and close office by disarming and arming alarms, as established procedures require
Maintain total working knowledge of department
Complete necessary logs
Maintain thorough knowledge and understanding of credit union policies/procedures that are necessary for performing job duties, including but not limited to Negotiable Instrument Reference & Guidelines, NACHA, BSA, and OFAC
Qualification
Required
Responsible for answering all member inquiries and transaction requests received through our Interactive Teller Machines and Call Center accurately and positively
Promotes and participates in a sales and service culture consistent with SCU's goal of exceeding expectations while maintaining a high level of service, safety, and member confidentiality
Balance daily
Perform operational duties and troubleshoot problems with department equipment
Report errors, abnormalities, and out of balance conditions to supervisor immediately
Correct all out of balance conditions as applicable
Process end of day voucher and office closing procedures
Maintain functional knowledge of online systems and all software used in the department, including the process to follow if the system goes down
Maintain thorough knowledge and understanding of credit union policies/procedures that are necessary for performing job duties, including but not limited to Negotiable Instrument Reference & Guidelines, BSA, and OFAC
Prepare reports, file, make photocopies/scans, and scan documents as required and assigned
Create new Excel reports and maintain current
Complete assignments given by management
Perform member service-related duties, including but not limited to; opening/closing/changing of deposit accounts and regular/IRA certificates; issue, order new, close/renew, change/adjust
Process fraud disputes and balance transfer requests on Credit/Debit card accounts; processing of stop payments, copies, corrections, orders, and balancing checking accounts; wire transfers; skip-a-payments; and all member account-related file maintenance requests according to procedures
Perform duties to; schedule member appointments; pull/review consumer credit reports and investigate disputes; process lien terminations; and department assigned side jobs
Process member related transactions by phone, mail, or email, including but not limited to, member deposits/payments and transfers; member verifications; returned mail; and member applications for products and/or services
Monitor call queues through UC Suite
Responds to all member requests for service through ITM; including assistance with using the ITM, processing transactions and responding to other requests
Provide technical support for e-services
Perform all teller related duties, including but not limited to; balance as required; process member deposits, payments, withdrawals, check cashing, cashier checks, and other promotional items
Process member related transactions by mail, email, and chat services, including but not limited to, member deposits/payments and transfers; member verifications; returned mail; and member applications for products and/or services
Monitor call queues to ensure timely and efficient service delivery
Troubleshoot and resolve member issues related to online banking, mobile banking, and payment portal
Approve or deny service requests sent by other departments by analyzing the account and making an informed decision regarding eligibility for products
Perform other job-related duties as assigned
Ensure prompt and courteous service is provided to all internal and external members/customers
Conduct work in a safe and healthful manner
Maintain thorough knowledge and understanding of credit union policies and procedures that are necessary for performing your job
Perform as part of a team and assist other employees and other departments as needed
Place documents that need to be shredded in the proper area for shredding
Maintain knowledge of and follow the established process for key control, security, and the security of all codes and procedures related to office security
Open and close office by disarming and arming alarms, as established procedures require
Maintain total working knowledge of department
Complete necessary logs
Perform all job tasks/functions as assigned and/or directed; according to policy, procedures and standards; use Service/Sales plus skills at all times; meet all cross-selling and productivity standards as set by management; and read/respond to all communications (voice mail/email/message board) communications in a timely fashion
Apply rational method of problem solving to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Interpret a variety of instructions furnished in written, oral, blueprint, or schedule form
Add, subtract, multiply, and divide all units of measure
Perform the four operations with common and decimal fractions
Compute ratio, rate, and percent
Draw and interpret bar graphs
Perform arithmetic operations involving all American monetary units
Read a variety of books and magazines
Write reports and essays with proper format, punctuation, spelling, and grammar, using all parts of speech
Speak before an audience with poise, voice control, and confidence, using correct English and well-modulated voice
Ability to analyze complex problems, find root causes, review available data to find solutions and resolve problems related to technical issues
The ability to remain calm and deescalate while troubleshooting challenging issues
Ensure that all interactions with both external and internal members are handled with professionalism, efficiency, and a commitment to excellence
A high school diploma or equivalent
Must attain all required licenses and/or certifications to perform duties of position
Preferred
Previous cash handling and customer service experience desired
Company
Security Credit Union
Security credit union is a nonprofit organization that offers savings, loans, credit, insurance, investment and online banking services.
Founded in 1949
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Christopher Estes
President & CEO
Heidi Schwarz
Chief Financial Officer
Company data provided by crunchbase