Now Hiring - Member Resource Phone Specialist / Call Center in Fort Knox, KY

At Abound Credit Union, we are committed to hardworking Kentuckians. Driven by our dedication to members and community, we create a connected space that inspires financial wellness. We do that by sharing our knowledge, strength and accessibility to provide market-leading value that makes more possible for our members.

Here at Abound Credit Union, culture is big deal. We roll up our sleeves each day to make this an awesome place to work. We want to bring great things to our communities, be awesome to each other, ready for whatever comes our way, and hungry to learn and grow as people and professionals. Our best is built from the inside out.

POSITION SUMMARY
Serves as a resource for members’ financial needs. Liaison between the member and the credit union. Provides account information by phone or electronically, as well as information on the full range of credit union products and services. Opens accounts for members, resolves issues, and professionally handles the members’ daily needs. Provides a variety of transaction services to members including loan processing, closing, and disbursal. Responds to members' request for information, service, or assistance made by phone, electronically, or by mail. Actively promotes and cross-sells credit union products and services in the community, by phone, or electronically.

ESSENTIAL DUTIES

• Enthusiastically promotes and cross-sells credit union products and services based on member needs obtained from member interviews and/or review of members accounts. Maintains an up-to-date and comprehensive knowledge on all Credit Union products and services that are handled or promoted by the Credit Union. Provides detailed and specific information to members regarding Credit Union products and services. In addition to generating sales, responsible for expanding relationships through quality member service.

• Answers incoming telephone calls to MRB and provides as much resolution as possible. Responds to members and non-members to the credit union in a professional manner. Represents the credit union to members in a courteous and professional manner. Provides prompt, efficient, accurate and friendly responses to members’ and potential members’ request for information and service.

• Counsels applicants for membership on their eligibility, advises them about available products and services, and assists them in completing documents required to establish membership. Ensures all documents are complete and correct. Establishes membership and appropriate accounts in the Teller Navigator system. Disposes of hard-copy documents according to policy.

• Receives and completes application for loans and VISA requests. Completes applications via phone interview and enters information into the Credit Union data processing system. Actively cross-sells Credit Union products and services by identifying member needs and recommending solutions.

• Receives and processes phone requests for services such as internal Credit Union transfers and payments, mail deposits and payments, bank-to-bank wires, etc. Receives and responds to member questions, conducting research as required. Assists members in using Credit Union remote delivery systems such as [please apply online] and the mobile app. Furnishes references, payoffs and book values for autos, boats, RVs, etc.

• Performs Ad Hoc Outbound and Inbound phone campaigns and projects.

• Performs other duties as assigned. The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

QUALIFICATIONS
EDUCATION

• Minimum of a high school diploma or equivalent.

REQUIRED

• The ability to promote credit union product and services to members. Record of achievement in cross-selling credit union products and services appropriate to positions held.

• Comprehensive knowledge of credit union products and services.

• Familiarity with credit union philosophy, work procedures, and financial institution operations gained from work experience.

• Self-motivation and enthusiasm toward interacting with and serving members.

• Ability to maintain a professional demeanor in all circumstances and to communicate effectively orally and in writing.

• Ability to operate a personal computer with a high level of proficiency in such software applications as word processing, spreadsheets, internet and email. Ability to operate a fax, calculator and copier.

• Hands-on experience with Teller and Lending Navigator.

• Professional, well-developed interpersonal skills necessary for servicing credit union members and projecting a positive image as a representative for the credit union.

DESIRED

• Specialized financial courses beyond high school or equivalent work experience in a financial institution.

• Familiarity with procedures and processing of Credit Union loan products.

• Familiarity with Application Extender.

• Experience in providing face-to-face member/customer service across a broad spectrum of activity or in researching responses to member/customer inquiries.

SALARY INFO
$16.06 - $20.07 / hour

Job Type: Full-time

Pay: $16.06 - $20.07 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: One location