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Description:GENERAL SUMMARY: Entry level position responsible for delivering excellent member experiences by responding to member inquires in a courteous, professional, and highly accurate manner. Deepens member relationships by actively listening and engaging with members to understand needs and provide positive solutions. Exemplifies the values of our Credit Union, building trust, one member at a time. This role may be perfect for you if you are passionate about helping people, demonstrating exceptional interpersonal skills through patience and empathy. Essential Job Function % of Time Answer calls in the general workgroup and provide information to members and potential members on Credit Union membership, products and services and other pertinent Credit Union information. Process basic non-cash financial transactions, such as share and loan transfers, loan payments, loan advances, fee reversals, and check disbursements. Process basic account maintenance transaction, including but not limited to address changes and other contact information, stop payments, wire transfers, ATM and Debit Cards, and resetting passwords. Send members information and forms via DocuSign. Handle basic internet and mobile banking requests, including but not limited to password changes, multi-layer authentication changes and bill payment inquiries. Generate member interest in Credit Union Products and Services, making referrals when appropriate. Research information to resolve member requests and concerns, working closely with supervisors and other departments. Escalate issues in a timely manner to ensure service level agreements are met. Track trends and system issues to ensure accurate reporting to appropriate lines of business and management. 80% Position Description |Job Title 2 Adhere to security and confidentiality protocols, operational procedures, and best practice guidelines. Document member interactions accurately and clearly in our Customer Relationship Management system. Perform outbound service calls for afterhours calls and solar loan welcome calls Complete required security and regulatory online training modules Stays current with eMails, Knowledgebase, and Intranet content Perform other duties as assigned by Call Center MangerSkills:Customer service, Customer service call center, Customer support, Crm, Call center, ZendeskTop Skills Details:Customer service,Customer service call center,Customer support,CrmAdditional Skills & Qualifications:EDUCATION, JOB EXPERIENCE and CERTIFICATION: 1 to 2 years’ Call Center, Teller or Retail experience required. High school diploma, GED or equivalent. Equivalent combination of education and experience may substitute for stated qualifications. KNOWLEDGE and SKILLS: Ability to write effectively in English using correct spelling and grammar. Ability to speak clearly, tactfully, and effectively in English, appropriately using empathy, courtesy, and professionalism. Ability to actively listen to fully capture needs and match sense of urgency. Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key. Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, Excel, and Zoom. Moderate keyboard skills at 40 wpm. Familiar with Customer Relationship Management (CRM), database and document storage systems.Experience Level:Entry LevelAbout Aston Carter: At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.
