Call Center Representative at First Financial Federal Credit Union in Freehold, NJ, United States

Job description

• This position will be the liaison between First Financial and its current and potential members carried out via telephone and chat rather than in person. This position requires a pleasant, professional, outgoing, friendly attitude and confident manner. The ability to accept ownership for effectively resolving member issues, complaints and inquiries keeping member satisfaction at the core of every decision and behavior.

Responsibilities

• • Comply and follow all Credit Union compliance regulations.
• • Handle large volume of inbound and outbound calls in a timely manner and transfer sale leads to the appropriate staff member for assistance.
• • Answer inquiries by clarifying desired information; researching, locating and providing information.
• • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems to management.
• • Evaluate needs of members and offer appropriate financial products and services.
• • Seize the opportunity to sell additional services to our members by recognizing the member’s needs for a product and explaining the features.
• • The ability to ask probing questions, understands concerns, and overcome objections.
• • Basic research of accounts to resolve any discrepancies.
• • Assist members in setting-up distributions of payroll and direct deposit via the mail.
• • Maintain the Credit Unions database by updating all member information
• • Assist members with any technical issues that they may experience with online banking, Debit/ATM and to escalate the issue to the appropriate department.
• • Keeps Equipment operational by following established procedures (reporting malfunctions).
• • Process all mail.
• • Updates job knowledge by participating in educational opportunities
• • Enhances organizational reputation by accepting ownership for accomplishing new and different requests.
• • Perform all other job duties as assigned.

Requirements

• • Superior customer service and excellent listening skills
• • Strong work ethic and self-starter able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• • Ability to multi-task – answer calls and respond to internet messages
• • Requires full knowledge of credit union products and services preferred
• • High level of interpersonal skills
• • Good reasoning ability/problem solving skills
• • Solid math skills - able to compute rate, ratio, and percentages
• • Team oriented - contributes to building a positive team spirit.
• • Speaks clearly and has strong phone and verbal communication skills along with active listening
• • Good computer skills – able to learn new programs/systems
• • HS/GED and 2 yrs related experience in banking preferred but will consider call center experience in other fields of business.
• Must be available to work Saturday's

Skills

Required

• High level of interpersonal skills

Benefits

• As a First Financial employee, you'll enjoy a challenging work environment. We offer a great benefits package including Medical, Dental, Rx, Vision, Life Ins., Retirement Plans, Vacation, Sick and Personal.