Position: H7 Call Center Representative Tier 3
Reports To: Call Center Supervisor - Retail
EDUCATION and/or EXPERIENCE:
A high school education or GED. College level business related courses or the equivalent preferred, Associate s degree preferred. Minimum of 1 year banking or related call center experience required. Strong oral/written communication, interpersonal, problem-solving, multitasking, mathematical, computer and internet skills and excellent telephone etiquette required. Knowledge of TFCU products/services, applicable laws, regulations, policies, practices, protocols, systems and programs, and Microsoft Excel and Word required.
ESSENTIAL DUTIES include the following. Other duties may be assigned as needed.
Receives telephone calls from member/potential members, verifies their identity/ signature, and, as appropriate, provides requested information on existing accounts, completes applications for new ones. Escalates calls as required.
Cross sells by advising all callers of other TFCU products and services that they can take advantage of, completing applications as needed, and transferring PFP calls.
Updates member account information, processes check orders, restricts/unrestricts/ cancels debit cards, unlocks accounts, advises the Supervisor of the need to reset passwords, and upon approval, provides members with new temporary passwords.
Adjusts/notates member accounts, calculates penalties, waives fees according to policy and within prescribed amounts, cuts and distributes checks, initiates member payments, transfers funds between accounts to offset negative balances, and stops payments on checks.
Ensures that member issues/problems are appropriately addressed by researching, and providing information on existing accounts, loans, rates, application processes, etc. documents all actions takes.
Handles overflow consumer and mortgage loans calls and, following verification of member identity, provides information on rates, closing fees, application processes, loads consumer loan information, checks the status of loan applications, advises members of their payment history, escrow, insurance, maturity dates, payoff requirements, etc.
Forwards completed forms/letters to another Representative or a Supervisor to be checked and as requested, checks forms prepared by other Representatives.
Ensures all required information/notations on transactions are input into the appropriate Call Center system/database/log in a timely and accurate manner.
Participates, as assigned, in WebChat and email activities to respond to questions and provide information on services, rates, application processes, etc.
Keeps the Supervisor informed of all activities, problems and issues.
Contacts branches, Collections, Loan department staff as needed to provide information on transactions.
Maintains awareness of and complies with all TFCU and Department policies, processes procedures and applicable laws/regulations.
Provides assistance/training to less experienced Representatives as needed. Assists in training new Call Center Representatives as assigned.
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