Contact Center Representative (Hybrid)

GECU; United States; Hybrid; USD 22,000 - 34,000; Full time

Benefits offered by this job

Work from home option

Job summary

GECU in El Paso, TX is seeking a Member Services Associate to help members with deposit accounts, loans, and online services. You will promote products, guide members through account openings, and ensure a high level of courtesy and accuracy in every interaction.

You will provide financial counseling referrals to Green Path and assist with loan-related questions while adhering to BSA/AML regulations and credit union policies. This role supports remote and on-site work with a flexible schedule.

Qualifications

• Extensive knowledge of credit union products and services.
• Ability to multitask effectively and accurately.
• Excellent communication skills, both oral and written.

Responsibilities

• Explain the philosophy, purpose, objectives and policies to members.
• Promote credit union products and services to members.
• Provide financial counseling or refer to Green Path.
• Process loan payments and manage ECM related tasks.
• Submit Loan Extension Requests via email to Loan Center.
• Complete documents for new accounts and relevant fees.
• Assist in funds collection and account balance maintenance.
• Handle balance transfers, loan repayments and ATM/debit card reorders.

Skills

Communication skills

Multitasking

Credit union product knowledge

Dealing with upset members

Phone systems knowledge

Education

High school diploma or equivalent

Tools

Phone systems

Calculator

Personal computer

Banking software

Job description

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

• 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.

DISCLOSURES

This application is valid for 12 months. After that date, unless otherwise notified, please understand that your status as an applicant will end. You may re-apply for employment in the future by completing a new application. All correspondence regarding the processing of the application will be sent via e-mail to the address provided on the application. Please ensure spam filters are set accordingly to prevent e-mails from going to the Junk Mail/Spam folder.

Location

Ops Center, El Paso, TX

Salary Information

$16.33 - $24.50 Per Hour