Call Center Representative

Role Assist members and potential members with telephone requests, explain services, respond to problems, and direct phone calls to the appropriate area. Essential Functions & Responsibilities Assist members and potential members with their telephone requests; answer questions about products and services and resolve problems within authority; refer issues beyond authority to supervisor along with recommendations. Assist members and employees with all electronic services including mobile banking, remote deposit capture, home banking, online accounts, and web loan payments. Takes credit applications received by phone and forwards the application to a Loan Specialist for processing. Identifies cross‑sell opportunities and cross‑sells services to members. Ensures appropriate records are maintained and required reports are prepared. Provides check and deposit verification for merchants. Performs other job‑related duties required or assigned. Performance Measurements Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner. Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations. Successfully resolve member issues with limited transfers. Process member transactions with zero unresolved errors. Successfully recommend a new product or service to qualified members. Contribute to overall Call Center Quality Loop score of 6.7 or higher. Knowledge and Skills Experience: One year to three years of similar or related experience. Education: High school education or GED. Interpersonal Skills: Work involves extensive personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. Other Skills: Good listening and telephone skills; ability to operate a 10‑key calculator and computer keyboard; ability to make decisions with minimum information. Seniority Level Entry level Employment Type Full‑time Job Function Other Industries Banking Location: Vestavia Hills, AL Compensation: $15.00–$17.50 (posted 2 weeks ago) #J-18808-Ljbffr AmFirst