Call Center Specialist: Harahan

Luminate; Harahan (LA); Sur place; USD 21 000 - 28 000; Plein temps

Résumé du poste

Jefferson Parish Employees Federal Credit Union (JPEFCU) seeks a full-time Call Center Specialist to deliver exceptional member experiences. The CCS handles call queues, balance inquiries, funds transfers, and explains a broad range of transactions while guiding members through online banking and other CU services.

The role requires strong communication, problem-solving, and multi-tasking abilities, with emphasis on confidentiality and adherence to credit union policies.

Qualifications

• High school diploma or equivalent; some college preferred.
• 2–3 years of experience in a financial institution would be beneficial.
• Excellent oral and written communication skills are essential.
• Ability to read and write effectively; handle difficult situations with tact.
• Able to navigate multiple screens and PC applications and adapt to new technologies.

Responsabilités

• Manage incoming call queues.
• Handle balance inquiries and transfer funds within member accounts.
• Explain transactions and resolve member issues, with follow-up.
• Educate members on online/mobile banking, bill pay, debit/credit card services, ACH and related problems.
• Provide basic support for Debit/Credit Card questions (Due date, balance, payments).
• Assist with opening new accounts and processing loan payments over the phone.
• Handle web chat and credit union emails.
• Understand and explain membership and account opening documents.

Connaissances

Customer service

Communication skills

Analytical thinking

Problem solving

Multitasking

Teamwork

Attention to detail

Formation

High school diploma or equivalent

Some college courses

Outils

PC applications

Multiple screens

Banking software

Description du poste

Jefferson Parish Employees Federal Credit Union (JPEFCU) is seeking a full time Call Center Specialist (CCS). The CCS is responsible for creating an exceptional experience for each member that they encounter.

Essential Functions

• Manage incoming call queues.
• Responsible for handling balance inquiries from members and transferring funds within members accounts.
• Responsible for understanding and explaining a variety of transactions on members accounts, taking ownership in member issues, researching to resolve any issues, and following up with the member.
• Responsible for handling questions and has working knowledge of online/mobile banking, bill payer, debit card, ACH and credit card services. Can educate members on using these services and assist members with solving basic problems related to these services.
• Responsible for providing members with consumer loan payoffs (excludes HELOC & Mortgages).
• Responsible for assisting members with opening new accounts and taking over the phone loan payments for consumer loans.
• Responsible for handling web chat requests and Credit Union emails.
• Understands the established policies and procedures for membership and account opening.
• Responsible for having a basic understanding of dormant accounts and how to handle decease member accounts.
• Responsible for processing check orders, ACH/draft stop payments and stop payment removal requests.
• Provide basic assistance with Debit and Credit Card questions
  • Credit Card: Due Date, Balance, Minimum payment due, last payment, etc
  • Debit Card: Active or Inactive card
• Responsible for having a working knowledge of all documents as it pertains to membership and account opening. Must know how to obtain the information and be able to explain disclosures properly to the member.
• Responsible for basic account maintenance such as address, phone, email and EFT changes.
• Responsible for assisting members with credit union rate questions and general questions regarding current promotions.
• Understand and can explain loan protection products such as Credit Life, Disability, GAP, and MRC.
• Cross-sell all services offered by the Credit Union.
• Responsible for handling basic fraud calls.
• Fully understands how to properly complete documents for accuracy as it relates to disputes, account changes, and any other form related to membership changes.
• Maintain knowledge of state and federal regulations that guide compliance regarding transactions such as Reg E, Overdraft Protection and Negative Tolerance.
• Keep department management informed of needs, and/or problems.
• Ensure that all information and transactions regarding credit union members are kept confidential.

Job Specifications

• Established history of working well with others.
• Excellent analytical skills, including the ability to define problems, collect data, establish facts, and draw valid conclusions. Stay abreast of marketing promotions sent to staff and members Excellent oral and written communication skills are a necessity. Candidate must possess the ability to read and write effectively. Interact tactfully and effectively in difficult situations
• Candidate must possess strong problem-solving skills, self-motivation and be able to handle multiple tasks at once. Candidate must possess interpersonal skills necessary to relate to and empathize with others.
• Must be available to work Monday thru Saturday during normal business hours open to close.
• A high school diploma, some college preferred; and two to three years of experience in a financial institution.
• Ability to work well under pressure and meet deadlines
• Ability to work independently and in teams to complete assigned projects with minimal supervision.
• Ability to solve practical problems and multi-task with a variety of variables in situations where only limited standardization exists.
• Basic skills navigating multiple screens and PC applications and adapting to new technologies.