Contact Center Representative in Amarillo, Texas at ACFCU Federal Credit Union

Primary Function: To provide the highest quality service to members. Ability to accurately assess member needs and provide practical solutions in a considerate, accurate, and professional manner. Provides direct support services to members or connects them with the appropriate staff representative. Monday-Friday 9:00 am to 6:00 pm. Regular attendance is an essential job function.

Requirements:

Essential Duties and Responsibilities include, but are not limited to, the following:

• Greet every member in a professional manner. Ensures members’ needs are addressed in a polite and friendly manner.
• Responsible for answering member requests, inquiries, complaints, and concerns promptly and accurately. Verify the identity, minimizing the member’s time and effort in resolving their questions, whether received via telephone or digital channels.
• Performs teller functions over the phone for members (e.g., transfer funds between accounts and/or loans, stop payments and wire transfers, close and reorder debit cards, provide balances, transaction history, statements, reissue, and reset PINs, address changes, etc.).
• Must multitask and assist members over the phone, chat inquiries, and/or email.
• Identify products/services that might benefit members and provide information.
• Perform check orders, online and mobile banking inquiries, debit card maintenance, and ECM payments.
• Provides loan payoff and resolves general loan questions.
• Assist other departments and branches with transactions as needed.
• Maintain member confidentiality.
• Must follow all ACFCU’s policies and procedures. Maintain knowledge of all state and federal regulations that apply to Service Center positions.