Under the general supervision of the Service Center Manager, delivers exceptional members service by providing assistance to members and potential members with their financial needs by explaining and
cross selling products and services, responds to inquiries, and resolves issues to ensure members needs are met. To fulfill responsibilities of the work schedule created based on the business needs of the

Service Center which will include working on Saturdays.

• Delivers a broad range of assistance to members via incoming telephone calls, to include but not limited to:  general information, explain products and services, problem resolution,answer inquires, and direct members to appropriate department or person accordingly.
• Prepare and process transaction requests, to include but not limited to: transfers, share withdrawals, deposits, charge fees, reverse fees, loan payments, loan applications, and stop payments on a variety of check types.
• Perform necessary file maintenance to include but not limited to:  set up account records on products and services, address/phone number changes, ATM/Debit cards, Quickline/eBranch preferences, comments, notes, warnings/flags, check holds, IRA IRS records, EFT records, auto transfer records, and tracking records, etc.
• Performs other duties as may be deemed necessary for the effective and efficient function of the Department or Credit Union and other duties as assigned.          

• Experience:  One year of customer service experience ( preferably in a call center setting).
• Education:  A high school education or GED.
• Interpersonal Skills: The ability to motivate or influence others is a material part of the job, requiring a significant
  level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an
  important part of the job. The ability to de-escalate tense situations and find constructive solutions to customer complaints
  Showing empathy and understanding towards clients to build trust and foster positive relationships
  Actively listening to customers' needs and concerns to understand their financial situation and provide tailored solutions.
  
• Other Skills: Able to operate a 10-key calculator, typewriter, and computer keyboard.Concentrates on caller
  Listens without interrupting
  Asks questions to clarify and verify information
  Recaps transaction to ensure understanding
  Identifies essential information
  Enters information quickly
  Displays expected level of accuracy
  Summarizes transaction clearly and concisely
  Uses correct terminology
  

This Job Description is not a complete statement of all duties and responsibilities comprising this position.

Southland Credit Union is an Equal Opportunity Employer.