A Credit Union in Dallas, Texas is seeking a Virtual Call Center Banker / Member Loyalty Specialist to take credit union members phone calls regarding their accounts and looks for opportunities to resolve credit union member situations while providing unsurpassed service. This position also rotates on the teller line as needed.
DUTIES AND RESPONSIBILITIES:
- Portray a positive, professional image at all times.
- Provide prompt, professional service to both external and internal members.
- Responsible for acknowledging and greeting members.
- Demonstrates a highly motivated, influential personality with a strong emphasis on service.
- Responsible for selling the credit unions products and services.
- Able to work effectively in a fast paced call center environment.
- Responsible for assisting members with accounts or loan requests while looking for ways to increase product penetration and sales.
- Works directly with the Sales and Service Teams to establish and maintain a sound organizational structure.
- Works directly with Member Loyalty Lead and Vice President of Member Loyalty and Opportunity to establish and maintain a sound organizational structure.
- May perform certain duties of the Member Loyalty Lead in their absence.
- Able to think independently and outside the box to effectively respond to each member’s unique situation.
- Demonstrates an unsurpassed commitment to exceptional member service and teamwork.
- Knowledgeable of all credit union products and services and is able to confidently offer appropriate solutions to fit member needs.
- Demonstrates the ability to excel in a high stress environment and is able to meet goals and deadlines.
- Follows up with members to make sure their expectations have been met or exceeded.
- Demonstrates patience, respect and empathy when dealing with difficult members or their complaints.
- Actively supports member education events and seminars.
- Demonstrates responsibility for providing timely and accurate information, responses and decisions to internal and external members.
- Accurately and efficiently performs transactions and member requests.
- Willingly accepts and embraces constructive coaching and feedback as needed.
- Assesses own strengths and weaknesses.
- Explains recommendations, products and services in ways members can easily understand.
- Actively participates in and completes all ongoing required compliance and sales/ service training.
- Willingly adapts to changes in work environment.
- Able to clearly communicate with internal and external members about refund decisions, loan products/services, and loan/deposit rates.
- Able to clearly and effectively communicate with members and all levels of staff in oral and written form and is proficient with applicable technology.
- Responsible for maintaining operational procedures to support the philosophy and achieve the goals and objectives of the credit union.
- Participates as a team member by pro-actively identifying opportunities and problem areas and developing solutions.
- Maintains confidentiality in all transactions.
- Any and all other duties as assigned from time to time.
Qualifications
- Minimum one – two years related experience in member services in a financial institution. Credit union experience preferred.
- Extensive customer service experience required.
- Ability to work efficiently and effectively in a team environment.
- Knowledgeable of computer operations, general office and financial equipment.
Additional Information
COMPENSATION: $15.50-18.50/hr, medical, dental, paid holidays, and 401K match, and FUN work culture!
This is a WFH position with a rotation of one week every 2 months in the Dallas office.