Truity Credit Union · 3 days ago
Full- Time Contact Center Member Consultant
Bartlesville, OK
Full-time
Onsite
Entry Level
1+ years expTruity Credit Union is a financial institution dedicated to providing exceptional service to its members. The role involves assisting members with inquiries, resolving issues, and conducting transactions through various communication channels while building strong member relationships.
BankingFinancial Services
Responsibilities
Be prompt, ready, and logged in to assist members at your appropriate scheduled time, i.e., arrival time, breaks, and lunches
Have a good working knowledge of our products and services and the benefits they provide
Be prompt to respond to members within the expected time frames for chat, digital banking messages, email, and call backs
With the intention of every member, every time, every day offer products and services that benefit and enhance members lives, in addition to meeting the strategic goals
Utilize skills to effectively manage call length, speed of answer, and daily volumes
Actively listen and respond to member inquiries, suggestions, requests, and concerns while providing exceptional service
Analyze and decision waiving of penalties and fees within approved limits ($50)
Manage and complete actions needed for fraud/identity theft/disputes related to cards, checks, ACH and account takeover. Complete documentation, working with member to determine extent of situation and action steps to take to correct/minimize loss and risk to both the member and the credit union
Successfully maintain knowledge and utilization of software applications, such as QuickAssist, Ascensus, Ipay, Check Review, Banno People, Auto Pilot, etc. to provide quick and efficient service to members
Adhere to the clean desk policy to secure member information and follow opening and closing procedures
In the appropriate time frame, successfully complete all applicable compliance training and testing
When appropriate, participate in business development activities including community partner relations
Assist Spanish-speaking members when applicable
Perform member service duties as needed to serve member needs, including opening personal accounts and specialized accounts, such as IRA’s, Trusts, etc. Preform member inquire research, wire transfers, and other transactions
Stay up-to-date on product and service changes as well as troubleshooting solutions for digital services
Remain informed, alert, and vigilant as it relates to fraud and/or scam activity
Key relevant member activity and interactions into Symitar Notes to consistently provide a better member experience from all employees interacting with the member
Follow procedures to process returned mail, i.e., updating addresses with appropriate verification and reaching out to members for address verification
Take loan applications as appropriate and provide payoff information when requested
Perform all other duties as assigned
Qualification
Required
A minimum of one year up to three years of similar or related experience, including preparatory experience
A high school degree or equivalent
Regular attendance and timeliness are essential functions of this position
Must possess analytical and technical skills to address questions and issues related to electronic services
Knowledge of Credit Union products and services
Knowledge of Consumer Lending loan products
Knowledge of IRA, HSA, and Trusts
Knowledge of Visa Cards
Knowledge of Microsoft Office Suite
Knowledge of technology and various software programs
Ability to maintain accuracy
Ability to carry out Credit Union mission, philosophies, values, and practices
Ability to solve practical problems and deal with variables in situations
Ability to multitask and make decisions in a fast-paced environment
Ability to organize and prioritize to make deadlines
Ability to open and close a call with warmth and professionalism
Ability to communicate effectively and efficiently in a timely manner
Ability to successfully communicate the benefit of products/services
Ability to speak with confidence and clarity
Ability to adapt professional style to the needs of the members
Ability to maintain confidentiality and professionalism
Skill in strong verbal and written communication
Skill in the ability to serve members through digital banking messages, e-mail, and live chat forums
Skill in participating in a productive team environment
Must adhere to the clean desk policy to secure member information and follow opening and closing procedures
Must successfully complete all applicable compliance training and testing
Company
Truity Credit Union
Truity Credit Union is a financial services company that offers checking savings accounts, credit cards, and mortgages services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Aaron Beldner
President & CEO
Steve S. Mooney
CTO/CISO
Recent News
American Banker
2023-02-13
American Banker
2022-10-12
Company data provided by crunchbase