Job Title: Call Center Specialist

Department: Call Center

Reports To: Call Center Manager FLSA Status: Non-Exempt

Location: 350 Salem Turnpike

Pay Grade: 300 (37,050-39,800

47,800)

Summary

Under the supervision of the Call Center Manager, and in compliance with established policies and procedures, the Call Center Specialist performs a variety of call center related functions, such as assisting members and potential members with their telephone requests, responding to account related or service problems and directing phone calls to the appropriate area. The Call Center Specialist is also responsible for upselling and cross- selling additional products and services to members and potential members.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Assists members and potential members with their telephone requests.

2. Answers questions about products and services the Credit Union offers while also resolving problems.

3. Identifies cross-sell opportunities and cross-sells products and services to members through inbound and outbound calls.

4. Responsible for meeting sales goals for self and team and expanding the membership.

5. Monitor and respond to iBanking inquiries and text messaging.

6. Prepare e-sign packages and assist members in the proper completion and electronic signing of documents.

7. Accept incoming calls for loan information. Explains a variety of lending options and products to members in a professional and courteous manner.

8. Process online loan applications.

9. Obtain and analyze credit bureau reports, verify information, calculate debt ratios and submit loan applications in the Credit Union’s Loanwriter software.

10. Educate members on iBanking and ePayment services.

11. Performs other related duties upon request.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS

• High school diploma or equivalent.
• One year related Call Center and financial services experience and/or training preferred.
• Intermediate knowledge of various technical platforms including Microsoft office (excel, word etc.) with a basic knowledge of Microsoft windows.
• Ability to work well on teams and independently while keeping internal and external service top of mind.
• Ability to interpret a variety of instructions furnished in written, oral or schedule form.
• Excellent communication skills.
• Knowledgeable and proficient in the use of computers and computer software such as; Microsoft Office (Word, Excel).
• Possess a strong sales and service mentality, desire to succeed, and good organizational/interpersonal skills with a strong member focus.
• Demonstrates a strong working knowledge of Credit Union products and services as well as policies and procedures.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate to high.

Waypoint Credit Union offers a competitive benefits package including:

· Medical, Prescription, and Dental Insurance – up to 80% Employer Paid

· Vacation, Sick Time, Personal and Holidays – Credit Union Paid

· 401K Retirement Plan with matching up to 6.00%

· Employee Assistance Program – Credit Union Paid

· Life Insurance 2 x salary – Credit Unit Paid

· Short-term / Long-term Disability, and AD&D Insurance – Credit Union Paid

· Bonus Program

· Educational Tuition Assistance

· Credit Union Service Benefits