Inbound Phone Banker
- Answers an average of 60-70 telephone calls daily (subject to change dependent on call volume), and process daily transactions (or services) for members such as balance inquiry, transfer of funds, history information, stop payments or photocopy of check(s), etc. This includes research and resolution of member concerns at different levels of complexity. Process close account requests, address changes, request wire transfers, stop payments, and order checks. Post deposits, loan payments and credit card payments. Issue debit cards and troubleshoot on-line banking. Return voice messages left in the regional voice mailboxes, call back requests, and assist rollover calls from any of the branches. Conduct LexisNexis verifications when needed to verify the identity of a caller. Be a liaison for bill payer support, fraud support, and debit/credit card support. Answer questions related to Skip-A-Payments, and create loan payoff letter for members or third parties.
- Opens new accounts, checking, certificates, money markets, IRA or CD accounts. Verifies eligibility for new account and processes through ChexSystems prior to opening new accounts. Works with members of the BSA team for applicants that fail OFAC or ChexSystems.
- Processes check orders for members.
- Be very knowledgeable on phone etiquette and speak with a clear, concise voice. Be available to field incoming calls, keep abandoned calls, average hold times and keep your time off the phone to a minimum. This is called your idle time.
- Records and delivers messages, furnishes information, performs member transactions as needed. Responds to internet questions and requests.
- Being knowledgeable of the features and benefits of all credit union products and services to enable effective cross-selling, especially our checking account, and loan products. Also, be familiar with the basics and benefits of mortgage services and investment services in order to refer them to our Advancial Mortgage, and Investment department.
- Be available to work during times of company closure due to inclement weather. Options include, working remotely or being available to commute to the office. Local overnight stays may be required.
- Practices The Member Advantage methodology to assist members, resolve member complaints, and build and strengthen relationships with members and employees.
- Maximizes service opportunities for current and prospective members and enhances communication through the daily use of our customer relationship management (CRM) system. Manages leads and referrals, updates member demographic data and communications with contacts. Tracks sales and incentive goals. Recommends next best product from marketing campaigns to generate cross sell opportunities.
- Maintains a positive and caring atmosphere for members and employees consistent with the Credit Union's mission and philosophy.
- Ensures positive relationships with the branches, internal departments and external partners.
- Fosters a positive culture throughout the organization.
- Responsible for maintaining a working knowledge of computer equipment and software required including Microsoft Word, Excel, etc.
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