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Coastal1 Credit Union · 20 hours ago

Call Center Rep

Pawtucket, RI, US

Full-time

Onsite

Entry Level

$36K/yr - $52K/yr

2+ years exp

Coastal1 Credit Union is a growing, member-focused organization serving over 130,000 members. They are seeking to hire a Call Center Representative in their Contact Center to provide quality service to members by resolving problems and selling Credit Union products.

CreditCredit CardsFinancial ServicesWealth Management

Comp. & Benefits

Responsibilities

Provide accurate, efficient quality customer service to members and prospective members over the phone

Be a Subject Matter Expert to resolve member issues and inquiries on accounts to include account activity, fraud disputes, debit card issues and Online Banking issues and resolution within level of authority. Forward inquiries to appropriate department for resolution beyond area of authority, access, or knowledge

Order checks and complete account maintenance and transaction slips accurately and in a timely manner. Accept and process loan payments through Orbipay loan payment system

Make recommendations and/or decision fee reversal requests and provide alternate overdraft solutions

Educate members on account criteria, features, benefits and recommend alternate solutions to member concerns

Recognize referral opportunities, complete VISA applications over the phone, cross sell other Coastal1 products and services such as Online Banking enrollment and achieve minimum required referral goals

Demonstrate knowledge of Credit Union products and services, policies, and procedures

Ensure compliance with Coastal1's Bank Secrecy Act/Anti-Money Laundering Policy and related procedures, Member Identification Program and Office of Foreign Assets Control screening and record keeping requirements

Perform other duties as required

Qualification

Customer serviceCredit Union productsBasic math conceptsTime managementBi-lingualProfessionalismAttention to detailTeam collaborationConfidentialityAdaptability

Required

Minimum of a high school diploma or equivalent required

At least 2 years demonstrated successful work experience as a Teller with a strong background in customer service

Demonstrated ability to manage multiple projects simultaneously with time management/organizational/multi-tasking skills

Familiarity with basic math concepts required

Must be able to focus and pay attention to detail when processing a high volume of work, occasionally work under pressure and have the ability to meet tight deadlines

Familiarity with PC's and basic office software such as MS Office

Must have the ability to learn new and changed procedures and methods for processing member transactions

Ability to maintain a high level of professionalism and excellent customer service skills, demeanor, appropriate business appearance, and demonstrated knowledge of Coastal1's products and services, policies, and procedures

Ability to maintain a positive and upbeat Credit union image

Ability to handle confidential information securely

Ability to work collaboratively across all levels and functions of Coastal1 to coordinate solutions

Ability to work independently and as a team member