Call Center Representative

Land-of-Lincoln-Credit-Unio; Larkdale (IL); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Health

Dental

Vision

Accidental

Hospital Indemnity

Critical Illness

Voluntary Life Insurance

Short-Term Disability

Long-Term Disability

Basic Life/AD&D Insurance

Flexible Spending Accounts (Medical FS

Dependent Care FSA

Limited FSA

Health Spending Accounts

Employee Assistance Program

Job summary

LLCU is seeking a friendly, detail-oriented Solution Center Representative in the United States (Illinois). You will handle phone, chat, and email inquiries, maintain confidentiality, and provide high-quality member service around the clock.

Responsibilities include processing transactions, assisting with loans and online access, and cross-serving LLCU products. The role requires excellent communication, organization, and the ability to work in a fast-paced environment.

Qualifications

• High school diploma or equivalent required.
• Minimum 1 year in high-volume service, sales, hospitality, or office jobs.
• Strong interpersonal and service skills, professional communication.

Responsibilities

• Assist members with questions, concerns, or immediate account needs.
• Answer phones, chats, and emails in the Solution Center.
• Maintain confidentiality and professionalism in all interactions.
• Resolve member questions and problems efficiently and follow up as needed.
• Process stop payments, card replacements, wire transfers, and related tasks.
• Monitor and respond to chat and email channels promptly.
• Cross-sell LLCU products and services when appropriate.
• Educate members and recommend LLCU solutions for financial betterment.
• Maintain orderly work area and comply with policies and security procedures.
• Meet physical requirements and perform duties with accuracy under deadlines.

Skills

Customer service

Communication

Multitasking

Problem solving

Computer skills

Education

High School Diploma

Tools

CRM software

Internet navigation

Job description

Description

Reports to the Virtual Teller Manager

Non-Exempt

General Functions:

Assist members with questions, concerns, or that need immediate assistance with accounts. Provide information and customer service concerning the credit union and its products and services, ensuring the highest quality of member service. The position we be responsible for answering phones, chats and e-mails in the Solution Center. Must always maintain confidentiality and professionalism in all aspects of service.

Duties and Responsibilities:

1. 1) Reflects the credit union's core values in their daily activities and at any time they represent the credit union.
2. 2) Treat all credit union members and employees with a positive and cooperative attitude. Always provide exceptional member service by acting in a pleasant, professional manner.
3. 3) Answer questions about LLCU products/services, resolve matters in an efficient manner, and follow up when necessary.
4. 4) Continuously check member service voicemail and member service queues (trying to make wording for SWBC while we still have it) and reply to these calls and inquiries immediately.
5. 5) Research and/or solve routine member questions, problems, and complaints concerning credit union accounts.
6. 6) Assist with stop payments, ordering replacement debit/Visa cards, processing wire transfers, and other functions as assigned.
7. 7) Monitor chat and email channels. Respond immediately and/or request follow-up from appropriate LLCU team member.
8. 8) Cross-serve credit union products and services when appropriate.
9. 9) Forward online account requests to the appropriate staff member.
10. 10) Assist members with basic questions regarding their loans, remote access, home banking, Lincoln Line, products & services, and promotions.
11. 11) Input incoming and outgoing wire transfers.
12. 12) Responsible for researching member inquiries to ensure proper follow-up and satisfaction.
13. 13) Educate members and recommend appropriate LLCU products/services to enhance their experience and make a positive impact with their financial lives.
14. 14) Assist members with discrepancies and complaints. Make corrections and refunds on accounts if necessary.
15. 15) Ensure that all information and transactions regarding credit union members are kept confidential. Enforce strict adherence to established security procedures.
16. 16) Assist other staff with systems administrated by the Solution Center.
17. 17) Maintains work area in an orderly manner.
18. 18) Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
19. 19) Maintains work area in an orderly manner.
20. 20) This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Performs other duties and works other hours as assigned.
21. 21) Must be able to meet physical requirements: prolonged periods of sitting at a desk working on a computer or standing and completing training activities; must be able to lift 30 pounds at times.

Requirements

• Availability to work Monday through Friday 7:30 a.m. - 6:00 p.m.; Saturday 8:00 a.m. - 12:00 p.m. (periodic overtime may be required). Potential for expanded hours as Solution Center expands. Expected to work 40 hours per week.
• High School Diploma or equivalent.
• Minimum of 1 year of similar service experience (i.e., high-volume service, sales, hospitality, or office jobs).
• Proficient understanding of navigating multiple computer programs and the internet.
• Must have excellent interpersonal and service skills, highly professional written and verbal communication.
• Must have good time management skills; superb organizational skills; and be efficient, detail oriented, flexible, friendly/empathetic, calm under pressure, and a creative problem solver.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities.

Preferred Qualifications

• Ability to be a strong, independent worker with a genuine approach to helping others.

PAY INFORMATION

$19 per hour dependent upon qualifications and experience.

BENEFITS*

• Health
• Dental
• Vision
• Accidental
• Hospital Indemnity
• Critical Illness
• Voluntary Life Insurance
• Short-Term Disability, Long-Term Disability, and Basic Life/AD&D Insurance all covered by LLCU
• Flexible Spending Accounts (Medical FSA, Dependent Care FSA, and Limited FSA)
• Health Spending Accounts
• Employee Assistance Program

Time Off

• Paid Time Off (PTO)
• Sick Leave
• Paid Holidays (those recognized by the Federal Reserve Bank)
• Paid Parental Leave
• Funeral and Grieving Leave
• Paid Disability Leave

Additional

• 401k
• Clothing Allowance
• Community Impact/Community Service - Staff are provided up to 14 hours per year of paid time for the purposes of volunteering.
• Tuition Assistance and Professional Development Opportunities
• Fitness Programs
• New Employee Referral Bonus

*Eligibility criteria must be met.