Call Center Representative I - Cornerstone Credit Union

Position Purpose:

Serve as a representative of Cornerstone Credit Union to assist our members with their financial needs.  Responsible for trouble shooting, and providing members with deposit and loan services in a courteous and professional manner while providing prompt, efficient and accurate member service.  THIS IS NOT A REMOTE POSITION.  Must be able to commute daily to main branch in Freeport, IL.

1. Respond to inquiries made by members via telephone or email in a timely, friendly and professional manner, providing efficient and accurate service.
2. Perform routine member transactions including, but not limited to, account inquiries, transfers; check withdrawals, stop payments, request for check and statement copies, and general information.
3. Perform beginning lending and deposit accounts transactions (i.e.: Consumer loans, deposit accounts).
4. Assist members with basic loan inquiries and basic loan applications by gathering information, preparing loan documents and making a recommendation.
5. Quote, understand, and cross sell loan products & services (i.e.: Mechanical Repair insurance, GAP insurance, credit life & disability insurance).
6. Quote loan balance/payoffs and NADA values.
7. Handle inquiries and required maintenance of direct deposit and payroll changes.
8. Demonstrate proficiency in cross selling services offered by Cornerstone Credit Union.
9. Identify problem resolutions using independent judgment and obtain feedback and permission to waive fees or make exceptions to policies when warranted to ensure member satisfaction.   
10. Assist members with remote access.
11. Understand and cross-sell CCU technology (i.e. EARS, CCU website, CU Branch and CU Bill Pay).
12. Order member checks.
13. Understand and follow all pertinent CCU policies and standard procedures.
14. Remain aware of, understand and comply with regulatory and compliance issues for consumer loans and deposit accounts.
15. May independently complete closing of memberships.
16. May process outgoing wire transfers.
17. Knowledge of products and services
18. Accuracy of documentation and transaction processing.
19. One Stop Issue Resolution

NOTE:  This list of essential functions is not exhaustive.

1.     High School diploma or equivalent is required.

2. Requires excellent communication skills – written and verbal.

3.      Demonstrate ability to obtain proficiency in relevant computer applications.

4.      Requires good keyboard skills.

5.      Requires mathematics skills.

6.      Requires ability to remain calm, giving exemplary member service.

7.      Ability to learn cross selling techniques.

8.      Ability to manage multiple priorities.

9.      Possess strong team skills and PC proficiency.

10.    Experience in a financial institution with previous lending/deposit account experience and/or call center experience is preferred.

11.   Bachelor Degree with a Business-related major is a plus.  Associate Degree is strongly preferred.