Call Center Rep- Credit Union (Hybrid Position)

ARE WE THE COMPANY FOR YOU?

Are you looking for a position that you can really enjoy? Cornerstone Financial Credit Union is truly a positive and fun place to work! Our employees love working together as a team, learning new things, and helping others! We value our employees and provide excellent benefits and the opportunity to grow in a professional business environment. We are looking for a full time Call Center Representative to join our growing team! This position has the opportunity to work from home up to two (2) days per week after completing 90 day probationary period and all training. This position is located at our Nashville location.

ABOUT CORNERSTONE FINANCIAL CREDIT UNION:

Cornerstone Financial Credit Union currently has six locations that surround the Nashville area. These locations serve over 45,000 members. Founded in 1955, Cornerstone Financial Credit Union is guided by the philosophy of people helping people. At Cornerstone, we not only offer the most competitive rates possible, but also provide exceptional service to our members and their families. We are Not for profit, Not for Charity, but for Service.

IS THIS POSITION FOR YOU?

As a Call Center Representative, you will answer account, product and service inquiry calls from members in a cordial, professional manner. Provides answers to members' questions, problems, and concerns with care and efficiency and promote credit union products and services. Performs requested transactions, conducts loan interviews, and accepts loan applications confidentially and in compliance with regulations.

DUTIES AND RESPONSIBILITIES:

1. Provides a professional and friendly environment for members to conduct business over the telephone.
2. Processes members' various financial transactions such as wire transfers, cash advances, loan payments, and payment authorizations.
3. Responsible for accurately identifying members prior to providing account information or performing requested transactions.
4. Reviews online memberships and conducts telephone loan interviews and completes loan applications.
5. Provides information on auto, boat, and recreational vehicle values.
6. Maintains detailed knowledge of all credit union fees, rates, products, current promotions, and procedures for conducting loan interviews and completing loan applications.
7. Posts all member transactions and uses other computer software to access
8. member information and assist with additional services as needed.
9. Prepares teller checks and loan add-on advances.
10. Effectively cross sells the benefits of all CFCU products and services to members.
11. Closes accounts as requested in writing by mail. Uses Sales and Service Training skills to retain accounts whenever possible.
12. Answers email requests and performs account research using various programs and communication with various departments.
13. Resolves member complaints within authority with care and concern.
14. Understands and complies with all applicable laws and regulations, including Reg B, Reg E, Reg Z, Reg CC, Reg DD and the Fair Credit Reporting Act.
15. Assists in training new Call Center employees.
16. Processes daily reports such as online check disbursements and bill pay maintenance requests.
17. Understands and adheres to all security policies and procedures, and all other credit union policies.
18. Maintains member information in confidence.
19. Processes requests such as ACH authorizations, stop payments, contact information changes, etc.
20. Processes returned mail following proper procedures.
21. Provides back-up for ITM Associate.
22. Performs other duties as requested.

JOB SPECIFICATIONS:

Education

• Minimum of a high school diploma or GED. College or some post-secondary education is preferred. Specialized financial services training is also desired.

Experience

• At least three years of financial institution experience in Teller/Universal Associate or customer service-related work is preferred, along with extensive public contact. Loan processing experience is desired. Personal computer experience is required.

Physical, mental and visual requirements

• The duties of this job are varied and are primarily designed to accommodate members. The essential functions of this job are performed sitting at a desk using a telephone headset for extended periods of time. Most of the duties are performed with a personal computer and require manual dexterity and accurate visual observation. Excellent verbal and audio communication skills are needed to serve the members effectively. The volume and nature of the duties of this job require the physical and mental stamina to withstand periods of high stress.

Supervision needs

• The work at this level should be performed with a minimal amount of supervision. Good independent judgement is very important, as well as initiative and problem-solving skills.

Accuracy

• In the interest of service to the members and control of losses for the credit union, it is critical for the work to be performed accurately. Accuracy is primarily self-monitored. Personal follow-up is expected to assure all member needs and requests are met in a timely manner.

Personal qualifications

• This is a vital public contact position. A "people-oriented" personality, with a caring, friendly, and sincere attitude, is an absolute requirement. Pleasant telephone manners and a clear speaking voice are required. Company loyalty, a positive attitude, and dependability should be demonstrated in this position. Must be able to function as a team player, effectively communicate in a professional manner, and cooperate with co-workers, members, and business associates.