Silver State Schools Credit Union · 2 hours ago
Senior Call Center Representative
630 Trade Center Dr, Las Vegas, NV 89119, USA
Full-time
Onsite
Mid, Senior Level
$27.12/hr - $29.12/hr
2+ years expSilver State Schools Credit Union is dedicated to providing excellent member service and financial solutions. The Senior Call Center Representative is responsible for delivering outstanding service to members, assisting with transactions, and providing product solutions to meet members' financial needs.
BankingFinancial ServicesMobile Payments
Responsibilities
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, SilverConnect, online and mobile banking (consumer and business) including bill payment, mobile app functions, POPmoney (P2P), Card Controls, Positive Pay, online wires, direct deposit, ACH and payroll deduction
Identify cross-sell opportunities to enhance relationship with member and provide enhanced services to members by maintaining expert level of knowledge of Credit Union features and benefits, products, and services
Meet and/or exceed all assigned Call Center goals (i.e. Average Handle Time, Abandon Call Ratios, Average Hold Time, and Percentage Connected Calls)
Meet or exceed minimum expectations and sales and referral goals as assigned
Provide leadership guidance for staff handling information and escalation calls
Assist in training new a Call Center Representatives in all financial service transactions and call center procedures
Performance all required functions with accuracy, efficiency, dependability and within the Credit Union's standard of conduct
Describes and recommends suitable insurance products and ancillary products
Uncovers opportunities to refer business to other lines of business partners within the credit union such as mortgage solutions, member business solutions, or investment solutions
Responsible for accurately completing all New Account applications and capturing Member's direct deposit, gathering all required documents, properly following compliance, and regulatory guidelines
Performs clerical duties such as photocopying, faxing, processing incoming and outgoing mail, filing, notary services
May be responsible in training new Call Center Representatives in all financial service transactions and call center procedures
Assist Call Center Manager and Assistant Call Center Manager with call center operations which may include tracking and reporting, monitoring of call center metrics, and other supervisory duties as assigned
Provide leadership guidance for staff
Refer problems that are beyond authority level to manager, along with the details of the situation and recommendations
Follow established credit union policies and procedures, government rules and regulations, and visitor and security guidelines
Adhere, promote, and exemplify the credit union's core values (SMART Pro)
Take ownership of all member requests, with minimal need to refer to another department within the Credit Union
Responsible for all lending functions, accurately completing and reviewing all loan applications as well as performing audits on all loans
Gathering supporting documentation
Responsible for communicating all credit decisions to applicants in a timely manner
Is familiar with all credit union products
Demonstrates a thorough understanding of the loan process
Look for ways to qualify the loan request by gathering additional information when needed, offering counter-offers when applicable, and suggesting cross-sell opportunities to the member or potential member
May assist with providing overrides and approvals to Call Center Representatives
May assist Assistant and Call Center Mangers with auditing items
Opening and closing the building in the absence of the Assistant Manager or Call Center Manager
Perform all required functions with accuracy, efficiency, dependability and within the Credit Union's standard of conduct
Competent and confident in the sales environment
Cooperative and positive attitude toward members, potential members, and credit union team
Maintain a professional appearance and demeanor
Performs other duties as assigned
Qualification
Required
High School diploma or GED plus 2-5 years experience; or equivalent combination of education and experience
Possess adequate product knowledge as measured by the annual product knowledge certification assessment
Meet or exceed established sales and service goals
Ability to assist in managing a high-volume/production, fast-paced Call Center environment assisting members, processing new accounts and loans
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
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
Work cooperatively with Call Center team as well as other departments to assist members
Processes a variety of financial transactions for members including processing transfers and loan payments within credit union accounts
Responds and researches member inquiries regarding account history including loan amortization, access to services, resolving account discrepancies
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
Identify cross-sell opportunities to enhance relationship with member and provide enhanced services to members
Meet and/or exceed all assigned Call Center goals
Provide leadership guidance for staff handling information and escalation calls
Assist in training new Call Center Representatives in all financial service transactions and call center procedures
Performance all required functions with accuracy, efficiency, dependability and within the Credit Union's standard of conduct
Responsible for accurately completing all New Account applications and capturing Member's direct deposit, gathering all required documents
Follow established credit union policies and procedures, government rules and regulations, and visitor and security guidelines
Take ownership of all member requests, with minimal need to refer to another department within the Credit Union
Responsible for all lending functions, accurately completing and reviewing all loan applications as well as performing audits on all loans
Is familiar with all credit union products
Demonstrates a thorough understanding of the loan process
Look for ways to qualify the loan request by gathering additional information when needed
Maintain a professional appearance and demeanor
Preferred
Preferred experience and knowledge working in a financial call center from a financial institution of similar or greater size
Benefits
Benefits available.
Company
Silver State Schools Credit Union
Silver State Schools Credit Union offers auto lending, mortgages, and mobile banking services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Scott Arkills, CCE
President/Chief Executive Officer
Raymond C. Wilson
SVP/Chief Financial Officer
Recent News
Financial IT
2025-01-29
Credit Union National Association | CUNA
2024-05-23
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