Job Information
Ent Credit Union Call Center - Member Service Representative I Or II (Dependi in Colorado Springs, Colorado
Company Description
Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.
Job Description
THIS POSITION IS PROJECTED TO START ON 04/29/2024 AND REQUIRES 6 WEEKS OF MANDATORY PAID TRAINING AT OUR HEADQUARTERS IN COLORADO SPRINGS, COLORADO.
The Member Service Representative I/II must provide accurate information regarding member inquiries 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/II 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 Functions at Level I: 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. Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act. Essential Functions at Level II: Member Sales & Service: In order to build and retain member relationships, the representative must answer incoming calls from members, accurately answer inquiries and troubleshoot problems. Members must be verified using the processes and procedures in place, minimizing fraudulent activity. Representative possesses the skill to identify and escalate priority issues. A higher skillset is required to perform certificate maintenance and handle all online banking inquiries. MSR II is expected to resolve member concerns properly and provide solutions to avoid escalations in all areas of member service. The representatives must have extensive knowledge of all products and services by actively listening and determining the product that best fit the member's needs. Products and services include but are not limited to: investment services, online banking and credit cards. In the area of credit cards, the representative will obtain the skillset to submit both consumer and business credit card applications. 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 daily basis resulting in the delivery of world class service to our members.
Qualifications
Minimum Formal Qualifications for this Position for Level I: High School Diploma/G.E.D. or equivalent. 6+ months experience in customer service. Pref Inbound phone experience. Pref Sales experience. Pref Previous financial institution experience. Pref Minimum Formal Qualifications for this Position for Level II: High School Diploma/G.E.D. or equivalent. 1+ years' combined experience to include inbound phone experience and financial services experience. Sales experience. Pref Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experien
Technical or Specialized Knowledge/Skills at Level I: 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. Technical or Specialized Knowledge/Skills at Level II: Excellent Customer Service focus. Strong proficiency in relevant credit union products, offerings, and