Department: Virtual Retail Center Reports To: Director, Virtual Retail Center
Employment Status: Full Time Classification: Non-Exempt
Position Summary
This position calls for individuals who are Compassionate, Accountable, bring Real Value, Integrity, New ideas and provide Guidance to our members as well as the team. These key elements define PrimeWay’s culture. Another key aspect of this financial service position is to identify members’ financial needs and recommend appropriate solutions. The VRC Representative is responsible for meeting or exceeding established goals for referrals, call quality, and member satisfaction. Additionally, this position requires the ability to act as a solution-oriented problem solver who is organized and provides timely follow-up to member requests.
Duties and Responsibilities
- Answering incoming phone calls within targeted call metric goals
- Processing account maintenance changes, wires, disputes, etc.
- Understanding and communicating the benefits of all PrimeWay products
- Maintaining accountability for each member's interaction
- Identifying and creating opportunities to present other credit union loan products or services by effectively cross-selling
- Managing member expectations
- Adhering to PrimeWay’s policies and procedures
- De-escalating member issues
- Demonstrating a working knowledge of federal regulations B, D, E, and Z
- Playing a key role with other departments in relation to fraud detection/prevention
- Solving problems as needed in all aspects of account management, operations, and member service
- Working with other internal back office departments to deliver service excellence
- Performing necessary actions to ensure member satisfaction scores greater than or equal to 90%
- Assisting the Contact Center Supervisor and Director of Virtual Retail with any additional duties as assigned
- General knowledge of basic call center policies and telephone etiquette.
- Excellent interpersonal, verbal, and written communication skills
- Professional appearance and attitude.
- Strong organization and follow-up skills.
- Sound decision making and judgment with attention to detail and accuracy.
- Ability to interpret information, work independently and/or as part of a team, and be able to adapt to a fast-changing environment to accomplish individual and team goals and meet deadlines.
- Basic personal computer skills and proficiency in Microsoft Office
- Ability to perform in a fast-paced environment
- Willing and able to work remotely if needed.
- Ability to maintain confidentiality with member information.
- General knowledge of loan policies, including but not limited to Truth in Savings, Truth in Lending, Bank Secrecy Act, and anti-discrimination legislation.
Experience
- 1 year of call center experience
- 1 year of banking call center experience preferred, but not required.
Education
- High school diploma or its equivalent is required
ADA Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting up to 5 lbs. Must be capable of climbing/descending stairs in emergencies. Must be able to operate routine office equipment, including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.
