Description
Intrepid Credit Union is an Equal Opportunity Employer. Intrepid Credit Union will not refuse employment to a person or bar a person from employment or discriminate against a person in a term, condition, or privilege of employment because of race, creed, religion, color, national origin, sexual orientation, or gender identity or because of age, physical or mental disability, marital status, or sex except when the reasonable demands of the position require an age, physical or mental disability, marital status or sex distinction.Role:
To assist members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area.
Essential Functions & Responsibilities:
N | 70% | Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations. |
N | 10% | Identifies cross-sell opportunities and cross-sells services to members. |
N | 5% | Ensures the appropriate records are maintained and required reports are prepared. |
N | 5% | Assists other departments as needed. |
N | 5% | Maintains member account information on computer system. |
N | 5% | Performs other job related duties required or assigned. |
Performance Measurements:
- Provide informed, prompt, professional and accurate service and support to all members and associates by answering the telephone within XX rings and returning messages with xx minutes.
- Direct all telephone calls to the appropriate person with minimum transfers.
- Process member transactions with zero unresolved errors.
- Successfully recommend a new product or service to XX% of all members you work with
- Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
- Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
Knowledge and Skills:
Experience One year to three years of similar or related experience.
Education A high school education or GED.
Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for
the purpose of first-level conflict resolution, building relationships, and soliciting
cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills Good listening and telephone skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information.
PI282270614