Member Services & Sales Pro — Bonus Eligible

FreshDirect LLC; Brentwood (NY); Sur place; USD 32 000 - 37 000; Plein temps

Avantages offerts par ce poste

Annual bonus program

Quarterly incentives

Paid time off

401(k) company contribution

Dental & Vision premium paid by the TU

Tuition reimbursement for full-time

Employee loan discounts (exclusive)

Résumé du poste

Teachers Federal Credit Union, a leading financial services employer in the United States, seeks a Contact Center Sales & Service professional to be first point of contact for inbound calls. You will establish new membership and deposit accounts, promote lending products, and handle daily operational duties.

Requires a high school diploma and 2+ years on-call center or banking experience. Compliance training and strong product knowledge are essential.

Qualifications

• Requires a high school diploma or equivalent
• Minimum two-years advanced call center, customer service, financial services, banking or insurance experience with proficiency in multiple competencies relevant to the job is required
• Lending Experience preferred
• Credit Union or banking experience preferred
• Requires passing compliance training to ensure adherence to legal and regulatory requirements, including banking security awareness
• Advanced knowledge of multiple company products
• Works well in a fast-paced environment
• Uses multiple systems and technology simultaneously with a focus on speed of use
• Remains calm, patient, objective, and professional at all times
• Handles personal, sensitive information professionally
• Strong critical thinking skills with an emphasis on accuracy
• Focused with an ability to prioritize multiple tasks
• Strong attention to detail to include solid data entry with minimal errors
• Maintains confidentiality of Credit Union and member records during and after employment with Teachers

Responsabilités

• Answers incoming caller inquiries about company products and services with a focus on delivering a high level of quality customer service using knowledge acquired through extensive on the job training and ongoing support and coaching
• Verifies and maintains caller account security using established processes, procedures, and various systems and technology
• Supports and educates members on the use of Online/Mobile Banking, Debit Cards, transactional account usages, general account inquiries and other services that are provided to members
• Performs call logging using CRM tools and performs routine tasks to fulfill caller requests
• Meets or exceeds contact center goals for metrics such as: one first call resolution, quality standards, answer call rate, schedule adherence, and member survey results on a daily and monthly basis
• Opens various new accounts and services existing accounts; sets up new account files and provides callers with all necessary information for membership
• Promotes and completes applications for lending products/consumer loans
• Interacts with existing and new members to increase sales of products and/or services
• Performs member transactions which include loan payments and transfers
• Responds to members’ inquiries, requests, and problems/complaints by resolving the issues directly and/or directing them to the appropriate person for specific information and assistance
• May redirect calls to other teammates or departments depending on the nature of the inquiry
• Processes check orders, stop payments, fraud claims, and other forms
• Works independently within established procedures to resolve member issues in a courteous and professional fashion.
• Problem solves accurately while using sound judgment at all times
• Complies with all applicable laws, regulations, Credit Union policies and procedures, and ensures compliance with all governing regulations, including: Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), Truth-in Savings and Fair Credit Lending Practices
• Maintains an ongoing awareness of developments/changes in policies, procedures, products and services
• Performs other duties as assigned

Formation

High school diploma or equivalent

Two-years advanced call center experience

Lending experience preferred

Credit union or banking experience preferred

Compliance training requirement

Advanced product knowledge

Fast-paced environment adaptability

Multisystem proficiency and speed

Professional handling of sensitive information

Strong critical thinking and accuracy

Prioritization and attention to detail

Description du poste

Teachers Federal Credit Union, a leading financial services employer in the United States, seeks a Contact Center Sales & Service professional to be first point of contact for inbound calls. You will establish new membership and deposit accounts, promote lending products, and handle daily operational duties.

Requires a high school diploma and 2+ years on-call center or banking experience. Compliance training and strong product knowledge are essential.