Job Description

Responsibilities include answering all customer inquiries received through the inbound contact center accurately and in a positive and professional manner. Participating in a sales and service culture consistent with the Credit Union's goal of exceeding expectations while maintaining a high level of service and customer confidentiality.



This position is high customer contact that requires regular attendance and timeliness and the ability to deal effectively with customers by telephone, in writing and via Internet. Saturday rotation is required.



Bilingual in Spanish is highly preferred.

PRIMARY RESPONSIBILITIES:

Answer customer telephone inquiries regarding deposit account and loan information, including, but not limited to, account discrepancies, transfer requests, withdrawals, stop payments, check ordering, statement and check copies, VISA credit, debit, ATM and Getcash card problems, interest rate quotes, and opening/redeeming certificates of deposit, etc.

Provide a superior experience by actively listening to and recognizing customers' needs and offering targeted product and service solutions to meet their needs. Actively cross-sell and provide product and service guidance to customers.

Manage LSI 24/7 support tickets, mobile and online banking messages, contact center general information emails and voicemails, mobile deposits, inbound fax requests, and customer contacts proactively relating to event-based triggers with a low to moderate level of autonomy.

Assist customers with inquiries relating to the credit union's electronic services, including, but not limited to, online and mobile banking, payment cards, electronic transfers, mobile deposit, account alerts, eStatements, BillPayer, and mobile wallet solutions.

* Follow-up and accurately conduct maintenance on all types of accounts. Troubleshoot, research, and respond to customer inquiries/complaints within authority. Respond to customer requests, comments and inquiries via phone, email, and online message interfaces.