Contact Center

Billings-Federal-Credit-Union; Billings (MT); On-site; USD 36,000 - 48,000; Full time

Job summary

Billings Federal Credit Union is seeking an Account Service Representative to deliver high-quality member service on-site in Billings, MT. The role involves processing member transactions, assisting with questions, and supporting the Sales Team with appointments.

A strong focus on accuracy and adherence to credit union procedures is essential. The position requires a high school diploma and experience in public-facing roles, plus comfort with basic computer tools (MS Word, Excel, Outlook).

Qualifications

• High school diploma or the equivalent required.
• Experience in a position involving extensive public contact.
• Experience in answering multi-lined telephone system.
• Training and/or experience in basic computer skills (MS Word, Excel, and Outlook) required.

Responsibilities

• Answer phone lines: Assist with member transactions, questions, problem resolution or transfer calls to appropriate staff.
• Schedule appointments for Sales Team.
• Front Desk duties including greet visitors, manage lobby traffic, direct visitors to appropriate departments and notify employees when member/visitor is waiting for assistance.
• Provide information regarding credit union services and cross-sell services when appropriate.
• Open and distribute incoming mail with dual control.
• Attempt to locate current addresses and update as requested by members.
• Maintain member records including contact information and diary memos.
• Review public records for deceased member notifications and process accordingly.
• Process Verification of Deposit requests from various agencies.
• Assist members with online banking registration and related questions.

Skills

Public contact

Telephone etiquette

Written communication

Time management

Organizational skills

Education

High school diploma

Tools

MS Word

Excel

Outlook

Job description

SUMMARY

At Billings Federal Credit Union our Account Service Representatives consistently provide an atmosphere of high-quality member service. We accurately perform call-related transactions for members while maintaining accurate transactional records in accordance with credit union policies and procedures. This is a full-time, 40 hours/week, position. Some overtime may be required. On-site position only.

Duties

• Answer phone lines: Assist with member transactions, questions, problem resolution or transfer calls to appropriate staff
• Schedule appointments for Sales Team
• Front Desk duties including greet visitors, manage lobby traffic, direct visitors to appropriate departments and notify employee(s) when member/visitor is waiting for assistance
• Provide information regarding credit union services and cross-sell services when appropriate
• Open and distribute incoming mail with dual control
• Attempt to locate current addresses. Change addresses per members’ requests
• Maintain member records including contact information, mail codes, diary memos, and scrolling messages
• Review public records for deceased member notifications. Process accordingly
• Complete Verification of Deposit requests submitted by various agencies
• Process and route faxes to appropriate personnel
• Assist members with online banking registration, password resets, bill pay research and other general usage questions
• Assist users with Shared Branching registration and ATM transactions
• Perform routine member transactions
• Provide assistance to other departments as workload allows
• Participate in continuing education as approved by supervisor
• Report to work on time and as scheduled
• Attend meetings as required
• Adhere to company dress code

These duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

Training and experience

• High school diploma or the equivalent required
• Experience in a position involving extensive public contact required
• Experience in answering multi-lined telephone system required
• Training and/or experience in basic computer skills (Preferable but not necessary: MS Word, Excel, and Outlook) required

Desirable Knowledge and Abilities

• Knowledge of computer operations
• Excellent telephone manners, skills, and techniques
• Excellent oral and written communication skills
• Excellent organizational skills
• Capable of changing functions quickly and frequently
• Excellent skills in time management and prioritizing workload for maximum efficiency

Special Factors and Physical Demands

• Requires absolute accuracy within time limitations
• Requires working with frequent interruptions
• Ability to lift and/or carry up to 35 pounds
• Stooping; kneeling; crouching; and reaching below, at, and over shoulder level required
• Sitting -80%; standing and walking - 20%
• Hearing, visual and verbal ability required