E-Branch Representative I (Bilingual in Spanish preferred)

General Job Description

The E-Branch Representative I position is responsible for providing excellent member service while efficiently handling member service inquiry calls.  The position also requires string sales and member services skills that allow issues resolution along with identifying and suggesting financial services, including loans, that fit our member’s financial needs. 

Duties & Responsibilities

• Provide prompt, professional, accurate service and support to all members and associates while abiding to member centric model for service standards established by the credit union.

• Answer 40-80 inbound calls daily with emphasis on exceptional customer service and accuracy of data input. This includes processing payments, balance transfers, and providing general account information for credit union members 

• Answer calls independently, following policies and procedures and using sound judgment. Refer calls to supervisory personnel and other staff only when necessary. Obtain detailed information on member questions and problems in order to manage call volumes efficiently. 

• Listen effectively to member requests and offer solutions and cross sell products and services to meet member’s needs, logging referrals appropriately and in a timely manner. 
• Process transactions on all account types according to policies and procedures. 
• Explain monthly statements, research account history, resolve member problems or questions, process account corrections or stop payments on checks, and assist members in balancing their accounts. 
• Provide assistance regarding all Card Services requests.
• Provide accurate and complete information regarding payments, interest calculations, and payoff amounts for existing loans.
• Assist with but not limited to set-up of direct deposit and automatic transfers. 

• Assist with all account types and ownership options, provide counseling of the required information and documentation.
• Maintain member account information and perform basic and more complex requests including but not limited to IRA’s, loan modifications, and decedent member issues as requested by the member using the proper documentation and procedures.

• Accurately prepare all paperwork, documents and forms.
• Attend work-related courses and seminars and pursue a program of self-development. 
• Manage challenging situations efficiently, promptly and professionally 
• Adhere to the call time goals set by management and cross sell financial products and services as they relate to company standards while abiding to the member centric model.
• Responsible for maintaining a positive working relationship with all employees, clients, members and customers by interacting with them in a respectful, courteous and professional manner 
• Abide by all company policies and procedures as listed in the Employee Handbook and/or established by or directed by management, including strict adherence to company attendance/punctuality policy 
• Performs at a high level that aligns with the member centric model.

• Participates in community relation activities and groups to represent the Credit Union.
• Performs other related duties as required and assigned.

Essential Job Requirements

• High School Diploma or GED required. BA or BS a plus
• Previous call center experience or related customer service experience is preferred
• Ability to troubleshoot and analyze simple and complex problems via phone utilizing professional verbal communication skills
• Ability to work a flex schedule Monday - Friday with rotating Saturdays
• Ability to manage multiple tasks in a fast-paced environment
• Provides friendly, prompt, professional and accurate service and support to all members and associates
• Maintains a dependable record of attendance and timeliness
• Attend training and complete online learning assignments to continuously increase job knowledge and overall performance in order to provide an increased level of service to members.

Skills/Abilities

• Provides best of class, Member Centric service
• Proficient computer skills
• Professional office appearance
• Bilingual in Spanish is a plus.
• Courtesy, tact and diplomacy are essential elements of the job.
• Professional verbal and written communication skills.
• Ability to articulate concepts well while dealing with a diverse group of members, staff, and management.
• Ability to make decisions and use judgment within proper authority levels.
• Promote a collaborative, cooperative and productive work environment.

 Physical/Mental Requirements 

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of the job, the employee is regularly required to stand, sit, use hands, reach with hands and arms, stoop, kneel, crouch or crawl, and talk or hear. 
• The vision requirements include close vision and ability to adjust focus.
• Nature of position requires physical mobility and ability to lift a minimum of 20 pounds.
• The mental demands include detailed work, reasoning, math, language, written and verbal communications, multiple concurrent tasks.