Call Center Representative II
$50,585,600–$54,308,800 year
On-siteLas Vegas, Nevada, United States
Job Summary
Conduct inbound and outbound calls, emails, texts, and chats to greet members, interview financial needs, and process new account openings. Resolve account discrepancies, loan applications, and member concerns while cross-selling deposit, lending, investment, and insurance products. Perform clerical duties including document gathering, compliance checks, and mail processing. Meet or exceed assigned call center goals for average handle time, abandonment ratios, and cross-sell referrals. Maintain expert knowledge of credit union features, electronic services, and loan decisions to minimize supervisor referrals. Collaborate with team members and other departments to connect members with appropriate staff. Adhere to core values and regulatory guidelines in a high-volume environment.
Required Qualifications
- High School diploma or GED
- Two-five years related experience and/or training
- Equivalent combination of education and experience
- Possess adequate product knowledge as measured by the annual product knowledge certification assessment
- Meet or exceed established sales and service goals
- Ability to perform in a high-volume/production, fast-paced Call Center environment
- Ability to organize and prioritize work in a high volume and fast paced environment
- Professionally greet and interview members and potential members
- Suggest and explain appropriate deposit, lending, and investment products
- Answers questions about products and services and recommends suitable products and services
- Resolves problems that are within their authority
- Refers problems that are beyond their authority to their supervisor
- Responsible for accurately completing New Account applications
- Capturing member's direct deposit
- Gathering all required documents
- Properly following compliance, and regulatory guidelines
- Work cooperatively with Call Center team as well as other departments
- Processes a variety of financial transactions for members
- Identify cross-sell opportunities to enhance relationship with member
- Maintain expert level of knowledge of Credit Union features and benefits, products, and services
- Responds and researches member inquiries regarding account history
- Resolves account discrepancies
- Assisting members to make the most effective use of automated services
- Explaining loan decisions
- Effectively explain the features and benefits of credit union electronic services and payments
- Be familiar with Loans PQ
- Review and communicate credit application decisions for consumer loans
- Take ownership of all member requests
- Meet and/or exceed all assigned call center goals
- Competent and confident in the sales environment
- Meet or exceed minimum expectations and referral goals as assigned
- Follow established credit union policies and procedures
- Adhere and promote the credit union's core values (SMART Pro)
- Perform all required functions with accuracy, efficiency, dependability
- Maintain a professional appearance and demeanor
- Cooperative and positive attitude toward members, potential members, and credit union team
- Must be able to lift 50 lbs
Desired Qualifications
- Thorough knowledge of credit union's computer systems for performing basic input/output tasks including Word and Excel
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