Contact Center Representative

GECU; United States; Remote; USD 36,000 - 48,000; Full time

Benefits offered by this job

Work from home option

Job summary

GECU is hiring a Remote Member Service Specialist to provide support for deposits, loans, and account services. You will guide members through products, answer questions, and maintain high service standards.

Role requires strong communication and multitasking abilities, with adherence to BSA/AML and other policies. Opportunity for work-from-home with some on-site flexibility.

Qualifications

• High school diploma or equivalent required.
• Strong communication and listening skills.
• Ability to multitask and navigate multiple systems.
• Financial services experience a plus.

Responsibilities

• Assist members with deposit accounts and loan questions.
• Provide financial counseling and promote credit union products and services.
• Ensure compliance with BSA/AML and other regulations.

Skills

Customer service

Communication skills

Multitasking

Phone etiquette

Education

High school diploma or equivalent

Tools

Phone systems

Calculator

PC & software

Job description

Remote

Job Description

Are you passionate about making a positive impact in the community you live in? Do you want to be on the forefront of paving the way to financial freedom for the members we serve? At GECU, our Core Values drive our Culture: Advocate, Integrity, Accountable, Dedicated and Passionate. Come grow your career with an award- winning team!

BASIC RESPONSIBILITIES

Responsible for establishing accounts for members and obtaining information in order to better assist credit union members with all types of credit union deposit accounts, loan questions and other related services. Assists in ensuring a single call resolution through effective listening skills and probing to identify members’ needs. Looks for every opportunity to offer financial counseling, promote all credit union products and services via remote channels and explain the deposit policies to increase member education. Ability to multi-task effectively and navigate through all applications/systems in order to efficiently assist members.

TYPICAL DUTIES

• Explains to members and prospective members the philosophy, purpose, objectives and policies as they relate to the services of the credit union.
• Creates opportunities to sell all credit union products and services to members with special emphasis on promotions and new services.
• Offers financial counseling by offering services like Green Path and provides assistance in helping members restructure their finances while enhancing credit union profitability.
• Provides general information related to loan questions/makes payments to loans through ECM (Electronic Cash Management).
• Submit Loan Extension Requests via email to Loan Center.
• Accurately completes all documents related to products and services to include new accounts and assess appropriate fees.
• Assists in the collection of funds owed to the credit union on all types of accounts.
• Completes transaction requests on member accounts as it relates to balance transfers, loan repayment, loan payoff’s, and maintenance of ATM and Debit card reorders.
• Answers basic mortgage related questions as it relates to Escrow Analysis (seasonal).
• Basic knowledge of Debit/Credit card information to include dispute process.
• Provides accurate information regarding members accounts to include all/any products and services offered.
• Answers any questions pertaining to check re-orders, web page, loans, online banking, bill pay, new accounts, interest rates, and dividends.
• Exercises professionalism and good judgment with members and coworkers.
• Maintain and understand compliance to ensure that work complies with GECU’s established policies, procedures and applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC).
• Performs other duties assigned or required in connection with the general operation of the credit union.

PRIMARY RESPONSIBILITY

Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook.

Requirements

CRITICAL KNOWLEDGE, SKILL AND EDUCATIONAL REQUIREMENTS

• Extensive knowledge of credit union products and services, with emphasis on special promotions and new services.
• Ability to deal with upset members with using tact and diplomacy.
• Ability to accurately and promptly multitask.
• Working knowledge of phone systems, calculator, personal computer and software used in the execution of their duties.
• Excellent communication skills, both oral (over the phone) and written.
• High school diploma or equivalent and 12 months of work experience.
• Requires sitting the majority of the day, lifting up to 10 pounds, bending, squatting, twisting, kneeling and reaching above the shoulder level occasionally.

PRIMARY REPSONSIBILITY

Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook.

Required Availability

Monday- Friday: 8:00 a.m. – 5:30 p.m., Saturday: 8:00 a.m. – 12:15 p.m.

This position provides an opportunity for work from home but requires flexibility for onsite/work from home.