Position Title
:
Solution Center Representative Status : Non- Exempt
Department
:
Operations
Reporting Relationships:
Position Reports To:
Solution Center Manager
Position Supervised: None Job Summary:
To provide an environment of excellence for our members, our employees and our community. To build and maintain strong member relationships through the use of member service and selling skills thru various member touch points.
Essential Functions Answer all incoming phone calls into the credit union. Build and maintain strong member relationships through various member touch points including phone, fax, mail and email.
Ensure member satisfaction by meeting and/or exceeding member service expectations over the phone.
Monitor ACD software to manage incoming call volumes.
Determine member needs, educate on appropriate products and services to meet those needs and provide solutions.
Cross-sell additional products and services at every opportunity by using the DOTS process.
Follow up with members, when necessary.
Handle and resolve member complaints and concerns. Take personal accountability for the member.
Research information, when necessary, using available resources.
Perform routine teller transactions and open new services.
Receive loan applications, over the phone and online, follow up with decisions and ensure cross-selling from credit report.
Contact members with loan decisions when needed.
Continuously look for opportunities to assist fellow employees in enhancing their ability to meet member’s needs; help train.
Work with other departments to find the best solution to member’s needs.
Recommend changes to policies and procedures to appropriate persons to ensure superior member service and efficiency of operations are maintained.
Keep all members and credit union business strictly confidential.
Understand and comply with all state and federal regulations and laws. Ensure compliance with all governing regulations especially the Bank Secrecy Act requirements. Bank Secrecy Act knowledge will be determined by the employee’s position and responsibility.
Additional Responsibilities:
Keep work area clean and free of clutter or waste to project a professional appearance.
Complete special projects and miscellaneous assignments or functions as required and/or assigned.
High stress tolerance
Resilience
Ability to work under pressure
High energy level
Sound judgment
Qualifications:
High School diploma and at least one year of experience in Credit Unions or other Financial Institutions is helpful; should have a working knowledge of credit union consumer lending policy.
Must have basic reasoning and problem solving skills.
Ability to take responsibility for continuous member service and participate in a team effort to provide efficient service and meet member needs.
Must be able to work with minimal supervision, be flexible and dependable with a professional appearance.
Must be accurate and detail oriented, knowledgeable about computer systems as it relates to loans, new accounts, and general credit union inquiries.
Must have exceptional interpersonal relationship skills; be clear and concise in oral/written communication.
Must be enthusiastic, self-motivated, team player and member service oriented in attitude and performance and amiable personality.
Physical Requirements:
The physical requirements 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 this job, the employee is regularly required to do data entry, stand/walk, bend/stoop/crouch, kneel/push/bend, talk and/or hear. The employee must occasionally lift and/or carry up to 35 pounds. The employee must occasionally drive from his or her home office to different branches.
Each employee of St. Louis Community will be held to and accountable for each of the areas outlined in our “ACT” plan listed below:
Accountable
Reliable: ready to work at scheduled times
DWYSYWD: do what you say you will do
Responsible: perform job duties accurately, on time and within budget; don’t pass the buck when something goes wrong
Resourceful: run it like you own it (use CU resources wisely)
Avoiding actions that warrant a write-up
Compliant
Adhere to all Credit Union policies and procedures
Having a strong attention to detail to avoid repeated errors and errors due to blatant negligence.
Cooperative: work together, not in isolation (together, everyone achieves more)
Golden Rule: treat others the way you want to be treated
Attitude: help create a friendly and positive atmosphere wherever you are
Having no negative internal survey reports
#J-18808-Ljbffr
:
Solution Center Representative Status : Non- Exempt
Department
:
Operations
Reporting Relationships:
Position Reports To:
Solution Center Manager
Position Supervised: None Job Summary:
To provide an environment of excellence for our members, our employees and our community. To build and maintain strong member relationships through the use of member service and selling skills thru various member touch points.
Essential Functions Answer all incoming phone calls into the credit union. Build and maintain strong member relationships through various member touch points including phone, fax, mail and email.
Ensure member satisfaction by meeting and/or exceeding member service expectations over the phone.
Monitor ACD software to manage incoming call volumes.
Determine member needs, educate on appropriate products and services to meet those needs and provide solutions.
Cross-sell additional products and services at every opportunity by using the DOTS process.
Follow up with members, when necessary.
Handle and resolve member complaints and concerns. Take personal accountability for the member.
Research information, when necessary, using available resources.
Perform routine teller transactions and open new services.
Receive loan applications, over the phone and online, follow up with decisions and ensure cross-selling from credit report.
Contact members with loan decisions when needed.
Continuously look for opportunities to assist fellow employees in enhancing their ability to meet member’s needs; help train.
Work with other departments to find the best solution to member’s needs.
Recommend changes to policies and procedures to appropriate persons to ensure superior member service and efficiency of operations are maintained.
Keep all members and credit union business strictly confidential.
Understand and comply with all state and federal regulations and laws. Ensure compliance with all governing regulations especially the Bank Secrecy Act requirements. Bank Secrecy Act knowledge will be determined by the employee’s position and responsibility.
Additional Responsibilities:
Keep work area clean and free of clutter or waste to project a professional appearance.
Complete special projects and miscellaneous assignments or functions as required and/or assigned.
High stress tolerance
Resilience
Ability to work under pressure
High energy level
Sound judgment
Qualifications:
High School diploma and at least one year of experience in Credit Unions or other Financial Institutions is helpful; should have a working knowledge of credit union consumer lending policy.
Must have basic reasoning and problem solving skills.
Ability to take responsibility for continuous member service and participate in a team effort to provide efficient service and meet member needs.
Must be able to work with minimal supervision, be flexible and dependable with a professional appearance.
Must be accurate and detail oriented, knowledgeable about computer systems as it relates to loans, new accounts, and general credit union inquiries.
Must have exceptional interpersonal relationship skills; be clear and concise in oral/written communication.
Must be enthusiastic, self-motivated, team player and member service oriented in attitude and performance and amiable personality.
Physical Requirements:
The physical requirements 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 this job, the employee is regularly required to do data entry, stand/walk, bend/stoop/crouch, kneel/push/bend, talk and/or hear. The employee must occasionally lift and/or carry up to 35 pounds. The employee must occasionally drive from his or her home office to different branches.
Each employee of St. Louis Community will be held to and accountable for each of the areas outlined in our “ACT” plan listed below:
Accountable
Reliable: ready to work at scheduled times
DWYSYWD: do what you say you will do
Responsible: perform job duties accurately, on time and within budget; don’t pass the buck when something goes wrong
Resourceful: run it like you own it (use CU resources wisely)
Avoiding actions that warrant a write-up
Compliant
Adhere to all Credit Union policies and procedures
Having a strong attention to detail to avoid repeated errors and errors due to blatant negligence.
Cooperative: work together, not in isolation (together, everyone achieves more)
Golden Rule: treat others the way you want to be treated
Attitude: help create a friendly and positive atmosphere wherever you are
Having no negative internal survey reports
#J-18808-Ljbffr