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CONTACT CENTER AGENT I

Company: TruWest Credit Union
Location: Tempe
Posted on: November 16, 2021

Job Description:

This position is responsible for assisting the membership with TruWest products, services and account information. This position is responsible for department opening and closing duties, non-cash teller duties, opening new accounts and deposit products and originating loans. This position is responsible for receiving all incoming calls and making outbound calls to perform inquiries on members' accounts and identify members' needs for various credit union products and services. Responsibilities include verifying member information and approving/disapproving applications for service while assuring compliance with credit union policy and procedures and lending regulations. Also requires having the ability to perform duties of a Membership Officer. Must provide spontaneous service excellence to members, employees and business associates; demonstrating the TruService Philosophy and the values shown on the TruWest Vision, Mission Values card.Qualifications:Education: Requires education associated with high school diploma. Some college in a related field is preferred.Experience: This job requires a minimum of one year of new account and loan origination experience. Contact Center experience is preferred.Knowledge and Skills:Individual must have good sales and referral abilities. Requires general knowledge of TruWest products, services and account requirements in order to identify cross-selling opportunities, which will benefit the member. Individual must be able to interpret and abide by credit union's policy and procedures as well as lending regulations. Must have the ability to perform math calculations with a high degree of accuracy, have good attention to detail, good telephone etiquette and communication skills. Must have general Microsoft Office knowledge and experience with office equipment such as 10-key calculator, PC keyboard, copy and fax machines. Candidate must also possess an ability to work independently and be able to handle multiple tasks at the same time. Individual must have good oral and written communication skills, as well as strong member service and interpersonal skills. Must be a team player and have the ability to build member and employee relationships. Bilingual skills are preferred.Primary Duties and Responsibilities:Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.1. Promote products and services with the membership and maintain acceptable referral and sales levels through phone inquiries.2. Understands and can open all deposit products that come in through telephone and the indirect dealership program.3. Thorough knowledge of loans offered by the credit union. Originates and troubleshoots consumer loans via the telephone.4. General knowledge of the TruWest computer system; understands and can perform all non-cash teller transactions.5. Follows credit union policy and procedure as they relate to tellers and Member Service Representatives.6. Work as part of the team and cooperates with co-workers, assistant manager and department manager and demonstrates a willingness to assume additional responsibilities.7. Provide prompt and courteous service to members while exhibiting professionalism in behavior and tone of voice.8. Handles member transactions accurately and completes assignments in a timely manner by structuring and organizing work effectively.9. Communicates effectively with co-workers and members both orally and in written form and maintains a professional interface with other departments.10. Follows credit union policies for compliance with all laws and regulations, specifically, but not limited to, the Bank Secrecy Act, Security Policies, and Confidentiality Policies and adheres to all TruWest Human Resource policies.11. Other duties as assigned.

Keywords: TruWest Credit Union, Tempe , CONTACT CENTER AGENT I, Sales , Tempe, Arizona

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