Now Hiring - Call Center Representative in Hunt Valley, MD

Call Center Representative/Member Service
Job Summary:

The Call Center Representative is the primary point of contact for inbound calls to the Credit Union. The Representative is responsible for providing exceptional service to our members who contact us by phone, web or e-mail and is responsible for cross-selling AFFCU’s products and services. These responsibilities are done within all Credit Union policies and procedures as well as all applicable laws and regulations. All AFFCU employees are expected to be ambassadors of the Credit Union living out our mission to enrich our members’ lives through consistent, exceptional service.

Essential Duties and Responsibilities:

• Answer inbound calls promptly and provide a resolution to the inquiry in a timely manner with minimal call transfers
• Identifies cross-sell opportunities and cross-sells services to members.
• Provide exceptional experiences for both members and perspective members during all interactions.
• Assist with questions and inquiries that come through the “Contact Us” from our website
• Assist members with “phone activated transactions” (PAT), e-branch transactions/ pin resets, and navigating the AFFCU website
• Block and/or activate debit and credit cards as appropriate
• Post mailed payments, deposits and other miscellaneous transactions.
• Provide “live chat” support via web site
• Assist other departments when needed.
• Meet sales goals while promoting credit union’s products and services
• Comply with credit union policies and procedures.
• Other duties as assigned

Competencies/Qualifications:

• Excellent communication skills in a professional, engaging, courteous and confidential manner.
• Possess a working knowledge of computers and ability to navigate through multiple software applications.
• Ability to work accurately with numbers and perform basic mathematical calculations with accuracy.
• Must possess strong member service skills
• Must be highly organized, flexible, detail oriented, self-motivated and able to work independently and to organize and prioritize tasks
• Strong problem solving skills
• Ability to exercise judgment, logic, and initiative with integrity
• Communicate and interact with members and co-workers in a professional, engaging, courteous manner.

Education and/or Experience:

• High school diploma or GED
• Minimum of 1 year of financial services or customer services experience.
• Minimum of 1 year of sales experience providing direct member /customer service preferred or 3 years of customer service support.

Physical Demands:

• Sit for long periods of time and sometimes stand
• Reach and stoop
• Close vision and ability to adjust focus
• Occasionally lift and/or move up to 25 pounds

Work Environment:

• Low to Moderate noise level
• Office environment

Job Type: Full-time

Pay: $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Experience:

• Call Center: 1 year (Preferred)
• Banking or Credit Union: 1 year (Required)

Work Location: One location