MEMBERS FIRST CREDIT UNION - MFCU



MEMBERS FIRST CREDIT UNION

JOB DESCRIPTION

Call Center Consultant I

(NON-EXEMPT)

Reports to: Call Center Manager

Position Overview: The primary purpose of this position is to assist Members First Credit Union to deliver on its Mission: To make a positive difference in the lives of our members and our community. To achieve this mission the position must deliver high quality service to both internal and external members.

Major functions:

• Deliver on the Credit Union’s Service Promises in every service situation

• Answer telephones and direct calls to the appropriate department or individual

• Provide service to members that meets or exceeds their expectations

Duties / Responsibilities:

Deliver on our Service Promises in every internal and external member contact.

- I promise to treat you as an honored guest

- I promise to take responsibility for your request

- I promise to make it easy to do business with us.

- I promise to respond to your requests in a timely manner.

- I promise to identify your needs and suggest a solution that will help you achieve your financial goals.

- I promise to ensure the security of your financial information.

- I promise to show my appreciation for allowing me to serve you.

- I promise to exceed your expectations at every encounter

• Handle phone inquiries and process transactions for members as requested

• Look for opportunities to increase the efficiency level of the department

• Assist members with bill pay and entire online banking platform

• Responding to written inquiries from members via email, and message board

• Process member check orders

• Process Bill Pay request notifications daily

• Process specialized requests from the online banking platform

• Run other errands as needed

General Sales Expectations:

• Successfully use effective Sales Champion skills and behaviors

• Build relationships with current and new members. Offer products and services that will help improve their financial wellbeing.

• Assist with the onboarding process that continues to build relationship with new members.

• Inform members about and explain benefits of MFCU products and services to find the appropriate credit union solution for the member.

• Make sure members are being fully served

General duties:

• Attend educational functions as required.

• Must have a good working knowledge of all credit union services

• Other duties that may be assigned from time to time

Performance Standards:

• Strive to exceed credit union, department, and personal goals

• Excellent listening, oral, and written communication skills

• Team oriented

• Dependable

• Highly organized

• Produces accurate work results

• Readily keeps others adequately informed

• Presents a professional image

• Maintains a high level of knowledge about credit union philosophy, products and services

Education:

• Minimum high school graduate or equivalent.

• Minimum 6 months experience with a financial institution

Experience:

• Able to operate a personal computer.

• Be able to operate a ten key calculator.

*Education and experience requirements may be waived for Co-op students.

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