Call Center Representative - Financial Services at Midtown Personnel

Our client, a highly regarded Northern Virginia Based Credit Union, is seeking a team of Call Center Representatives (7) to join its team on for 3-month contract role. This role will be primarily onsite and requires a credit/background check.

Hours: Must be available Monday -Friday 8-5 OR 9-6 ON-SITE
2 Saturdays per month (every other) REMOTE but will work 9-1. Company will supply laptop to each candidate.

Under general supervision, but following established policies and procedures, assists members through a variety of contact methods on matters pertaining to their accounts, including balance inquiries, transfer of funds and general member service inquiries. Answers questions concerning services provided by the credit union from members and staff. Must possess excellent interpersonal communication skills and the ability to represent the Credit Union in a courteous, professional manner. Performs duties and responsibilities in accordance with principles, of Team Up, Serve with Purpose, Challenge Yourself and Own It. Remains cognizant of and adheres to Credit Union policies and procedures, and regulations pertaining to the Bank Secrecy Act. Perform other administrative and member related duties as assigned by the Member Solutions Center Management team.

Essential Functions & Responsibilities:
Receives and handles member inquiries by various contact methods in a courteous, professional manner. Provides accurate information to members regarding Credit Union services, products, policies and procedures. Advises members of federal regulations applicable to these policies and procedures. Resolves member complaints and corrects errors, continuously striving for first contact resolution.
10%Performs a variety of loan support and servicing duties to include general information such as, due dates, taking payments, principal balances, payoffs, balance transfers and titles.
10%Cross-sells credit union products and services to members that are applicable to the members’ financial needs.
10%Maintains and updates member records as required, to include accurate documentation and follow up.
10%Protects member account information by following identity verification process, being aware of phishing calls and using judgment when processing transactions on members’ accounts.
5%Researches and investigates member inquiries.

Assists with on-the-job training for new contact center Member Solutions Center Specialists.

Performance Measurements:

1.This position will be assessed against the following performance competencies:
Challenging Yourself
Communications
Serving with Purpose
Owning It
Teaming Up

2.This position will be assessed against annual goals.
Knowledge and Skills:
Experience”

• Minimum one year of financial institution experience and/or contact center experience preferred.
• Previous teller, lending, sales, or member/customer service experience preferred.

Education: High school diploma or equivalent (GED).

Interpersonal Skills/Excellent interpersonal communication skills and problem-solving skills.
Other Skills:

• Ability to learn and cross-sell credit union products and services based on members’ needs.
• Ability to multi-task efficiently and thorough attention to detail.
• Laptop proficient on Microsoft Word/Windows/Teams on multiple screens.
• Able to adapt to different working environments, to include in-office and hybrid.

Physical Requirements: The ability to lift 25 lbs. and utilize standard office equipment including, but not limited to, laptop, fax, copier, telephone, etc.
Work Environment: Ability to function in a fast-paced, high volume, and confidential financial
Essential Functions & Responsibilities:
E 20% Represents the credit union to the member by telephone in a courteous, professional manner. Provides prompt, efficient and accurate service in the processing of all transactions, such as withdrawals, transfer of funds, requests for account information, etc.
E 20% Provides information to members via telephone on loan options, rates, terms and collateral requirements. Informs members of necessary information required to complete loan applications. Completes loan requests by telephone and prepares for review by Loan Officer. Prepares loan documentation for approved loans in accordance with established procedures. Processes approved loans, reviews documentation, inputs information.
E 10% Performs a variety of loan support duties which require knowledge of such departmental procedures as calculating cash disbursed figures and debt ratios, verifying payroll deduction forms, processing loan payment change forms and issuing loans as directed by Team Leader.
E 10% Receives and handles all calls regarding member accounts. Provides accurate information to members regarding credit union services, products, policies and procedures. Advises members of federal regulations applicable to these policies and procedures. Resolves member complaints and corrects errors.
E 10% Opens new accounts, explaining options, such as single and joint ownership for savings and checking, gathers required information, and prepares necessary paperwork for members to process new account.
E 10% Researches and investigates member inquiries.
E 10% Maintains and updates member records as required.
E 10% Cross-sells credit union products and services to members.

Performance Measurements:
1. This position will be assessed against the following performance competencies:
Challenging Yourself
Communications
Serving with Purpose
Owning It
Teaming Up
2. This position will be assessed against annual goals.

Knowledge and Skills:
Experience

• Minimum one year of financial institution experience.
• Previous telephone sales/service experience preferred.
• Previous teller, lending, or member/customer service experience preferred.

Education: High school diploma or equivalent (GED).
Interpersonal Skills
Excellent interpersonal communication skills as well as analytical and problem-solving skills.
Other Skills:

• Ability to learn and cross-sell credit union products and services.
• Extensive telephone contact.
• Attention to detail.
• PC proficient including Microsoft Word/Windows.