Call Center Member Service Representative


Colorado Springs, CO
United States

Category
Experience Required
Yes
Employment Type
Employee
Work Schedule
Full-Time

Job Description

Job Details

Description

Ent is Colorado’s largest credit union, leading a legacy of more than 60 years. Our reputation is built on trust, integrity, innovation and exceptional customer service. We recognize our employees and our members are the reason for our success. We’ve been voted “Best Workplace” by The Gazette two years in a row and named “Best Credit Union” by the Colorado Springs Business Journal. Become part of a fast-paced and growing organization that values teamwork, our people, our members and the communities we serve! Apply today, to advance your career and help members improve their financial quality of life. It’s an Ent thing!

The projected start date for this posting would be March 9th 2020 and would include up to 3 weeks of paid training.

Position Description:

A Member Service Representative I must provide accurate information regarding member inquires while actively cross-selling and educating members on Credit Union products and services. Outstanding service must be delivered while remaining professional, responsive, and encouraging. In addition the MSR I is responsible for understanding and complying with credit union policies/procedures and industry regulations while seeking to protect the assets of members and the credit union.

Essential Duties and Responsibilities:

Member Service - the representative must accurately process member requests received through incoming calls. Representatives must provide individual member service at a high-standard professional level while updating the existing database with any changes requested by the member. Members must be verified using Ent’s most current procedures to minimize fraudulent activity. The representative must possess the skill to identify and escalate priority issues to the proper area.

Sales - Accountable for meeting member needs through maintaining a strong knowledge of products and services available to members, regularly providing referrals to such products and services in all areas including, but not limited to lending, investments, electronic banking, wealth management, and business banking

Knowledge - Maintains knowledge and remains current in the position by taking a proactive approach with participating in on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members.

Other related duties as assigned.

Minimum formal education required for this position:

High school diploma or equivalent

Preferred Education:

High school diploma or equivalent

Minimum work experience:

6+ months experience in customer service required

Inbound/outbound phone experience

Sales experience

Previous financial institution experience is preferred

Technical or specialized knowledge/skills:

  • Strong Customer Service focus
  • Basic understanding of typical products, offerings, and resources within the banking/credit union environment
  • Must have proficient computer skills, including the ability to use Windows, Microsoft Word and Office.
  • Symitar experience beneficial
  • Strong communication skills
  • Organizational skills required
  • Typing, computer, and ten-key required

Certifications Required:

N/A

Environmental, physical and psychological requirements:

Must be able to sit or stand for prolonged periods of time in a climate controlled environment. Must be able to use fingers, hands, wrists for repetitive tasks such as typing, using a mouse, and operating a telephone. Must be able to interact with diplomacy, tact, and courtesy with all members under varying circumstances.


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)