Financial Services Rep (Call Center)
CLASSIFICATION: FINANCIAL SERVICES REPRESENTATIVE I (1 SPANISH/ENGLISH SPEAKING REQUIRED; 1 SPANISH/ENGLISH PREFERRED), GRADE 6 FLSA STATUS: NON-EXEMPT REPORTS TO: FINANCIAL SERVICES MANAGER AVP, MEMBER SERVICES LOCATION: COVINA HOURS (must be available between): MONDAY-FRIDAY 7:45AM-6:05PM SATURDAY 8:45AM-1:05PM SALARY RANGE: $14.
00-$15.00/hr. (relevant to past experience) BENEFITS: Medical, Dental, Life Insurance, LTDisability, Vision Reimbursement Plan, Section 125 Plan, Corp Wellness Plan, EAP, Pension and 401(k).
The selected applicant will first have a trial period through a temporary agency before being considered for regular employment.
We are an Equal Employment Opportunity Employer GENERAL RESPONSIBILITIES: Cultivate and retain member accounts by determining the nature and extent of each member's financial service needs and make them aware of additional services and accounts available; give each member the best possible service; actively sell and promote the credit union's full line of investments and financial services in person, over the phone and in writing.
Employee is empowered to meet member needs and resolve disputes at the initial point of contact in as quick a manner as possible, using any appropriate measure available within the scope of his/her abilities and preapproved guidelines.
PRINCIPAL ACCOUNTABILITIES: - Provides quality member service - Enhances organization reputation by accepting ownership for accomplishing new and different requests - Establishes new memberships and additional services by creating account records over the phone - Promotes team participation on a departmental and organizational level - Assists members with monetary and non-monetary transactions such as inquiries, transfers, check withdrawals, loans, stop payments, member account changes - Processes loan pre-approvals over the phone - Resolves problems by clarifying issues; researching and exploring answers and alternative solutions - Cross-sells credit union services and products - Performs outbound calling to increase banking relationships and meet members ' financial needs - Balances daily work and maintains fee reversal limits - Maintains fee reversal limits - Other related duties as assigned REQUIREMENTS: High School Diploma or equivalent required Six months' experience dealing with the public in a call center environment required Cross-selling experience required Six months' banking experience required Bilingual required (Spanish & English) Excellent verbal communication skills Good telephone techniques Typing - 25 wpm 10-key at 15 kpm Math aptitude Ability to lift up to 25 lbs Ability to work under pressure in a fast paced environment Ability to follow-through on members ' requests Completion and passing of in-house training/testing and certification for current position Ability to deal effectively with multiple tasks and interruptions Good organization skills Ability to work on computers Attention to detail Knowledge of accounting principles preferred Ability to work with supervision and follow instructions Ability to exercise confidentiality Ability to work as part of a team Regular attendance & punctuality Professional appearance English Literacy This job description is to be used as an employee guideline.
Management reserves the right to amend this job description if necessary.
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