Contact Center Representative I

Securityplus Federal Credit Union
This position is responsible for providing world-class service to credit union members who communicate to the Contact Center via phone, fax, web, mail or e-mail.

Full Time
City: Baltimore

Purpose “Serve Members and Each Other Well”
Each staff member’s overall goal is to create a positive difference in the lives of our members, our fellow staff members, and the communities we serve.

Job Summary
This position is responsible for providing world-class service to credit union members who communicate to the Contact Center via phone, fax, web, mail or e-mail, and is responsible for strengthening member relationships through the Credit Union’s products and services. In this role you will uphold the integrity of our Brand while living out our Mission and Vision and demonstrating our Core Values making the financial well-being of our membership altogether better in the enhancement of the member experience. These responsibilities are done within all Credit Union policies and procedures as well as all applicable laws and regulations. All Securityplus employees are expected to be ambassadors of the Credit Union delivering excellent intradepartmental and member service, while promoting the Credit Union and cross-selling its products and services.

Duties and Essential Job Functions
Promptly and professionally answer incoming phone calls from members and other parties who call the Contact Center.

Prepares and disburses loans within lending limits and credit union guidelines.

Process all member requests for loan products, including, but not limited to: loan applications, loan payments, loan deferments.

Perform all maintenance functions to better meet the needs of the member, including, but not limited to: opening new accounts, adding & removing joint owners, ordering checks, issuing stop payments, ordering debit cards, making adjustments to accounts, processing ACH revocation, processing share & share draft payroll requests, processing wire transfers, closing accounts, processing check withdrawals, processing check by phone payments, processing debit card issues and disputes, and processing account resolution.

Provide members with account information, update accounts, identify, research, and resolve account related problems.

Actively promote and sell the Credit Union’s full line of financial services by profiling each and every member, assessing their needs and offering solutions to best meet those needs via phone or correspondence.

Responsible for achieving individual goals that are assigned.

Must be eligible to register with the Nationwide Mortgage Licensing System & Registry (NMLS) and must maintain registration with NMLS as a registered Mortgage Loan Originator (MLO).

Must be able to obtain government clearance.

Must have access to reliable transportation.

Performs other duties and work on special projects as instructed or assigned by your Supervisor.

Support all other Credit Union associates, as needed and/or requested.

Cross-train to help with other duties as assigned.

Performs other duties and work on special projects as instructed or assigned by your Supervisor.

Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Competency Statement(s)
Accountability - Ability to accept responsibility and account for his/her actions.
Accuracy - Ability to perform work accurately and thoroughly.
Analytical Skills - Ability to use thinking and reasoning to solve a problem.
Business Acumen - Ability to grasp and understand business concepts and issues.
Communication, Oral – ability to communicate effectively with others using spoken word.
Communication Written – ability to communicate in writing clearly and concisely.
Goal Oriented - Ability to focus on a goal and obtain a pre-determined result.
Honesty / Integrity - Ability to be truthful and viewed as credible in the workplace.
Interpersonal - Ability to get along well with a variety of personalities and individuals.
Judgment - The ability to formulate a sound decision using available information.
Loyal - The trait of showing dedication and commitment to the employer.
Member Oriented - Ability to take care of members’ needs while following Credit Union procedures.
Organized - Possessing the trait of being organized or following a systematic method of performing a task.
Relationship Building - Ability to effectively build relationships with members and co-workers.
Self-Confident – The trait of being comfortable in making decisions for oneself.
Working Under Pressure – Ability to complete assigned tasks under stressful situations.

Should possess associate’s degree (A.A.) or equivalent from two-year college or technical school or 1 or more years’ related experience and/or training; or equivalent combination of education and experience; or equivalent work related experience.

Should have 3 or more years’ related experience in the financial services industry. Must possess strong knowledge of lending and branch services functions.Ability to speak and read Spanish fluently (bilingual earning potential).

Computer experience
Must possess good PC skills including word-processing, spreadsheet, and e-mail. Related experience is needed for performing complex financial transactions on financial institution software.

Physical Demands and Work Environment
This position involves typical office work such as the use of the PC, reviewing manuals and related office papers, the use of the telephone, fax, and photocopy machines. While performing the duties of this job, the employee is required to sit; occasionally required to stand; walk; reach; talk; and hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The noise level in the work environment is usually low to moderate