Job Description
Job Description
Job Description
Purpose: The primary function of this job is to provide outstanding service to members via phone, e-mail, chat, and text by fully using job-relevant technical skills, maintaining/updating technical skills and seeking to enhance service skills. This position requires the ability to make decisions within established guidelines, the willingness to work within a sales environment, and the ability to be a team player in an organization that values the spirit of teamwork.
Required Core Position Functions
- Responsible for meeting established sales goals for WEFF products and services
- Responsible for producing sales referrals for new accounts and loans as assigned
- Process member account inquiries and respond to member problems via incoming calls
- Assist in maintaining membership records confidentially
- Effectively utilize WEFF Empowerment Matrix
- Follow WEFF’s service guidelines
- Follow established security procedures
- Possess thorough knowledge of all deposit/loan products and services
- Accurately explain Credit Union products/services to members
- Refer members to appropriate departments as required
- Adhere to established work environment maintenance standards
- Perform specific and delegated duties as assigned by management
Required Basic Functions
- Always provide excellent member service
- Provide error resolution and effectively resolve account service issues
- Process and post monetary and related transactions
- Exhibit member profiling techniques
- Perform internal teller-related duties
- Follow established security procedures
- Troubleshoot and resolve Online Banking issues
- Demonstrate effective use of Emulation-Online Banking
- Troubleshoot and resolve Bill Payment issues
- Identify signs of potential fraud and take appropriate actions
- Process requests for changes to existing accounts and loans using established procedures
- Close existing accounts as needed
- Submit member requests to appropriate departments using established email templates
- Demonstrate effective use of service delivery systems and direct members to the appropriate delivery channels.
- Ensure confidentiality of member account information
- Open additional savings-products using established procedures
- Assist with check ordering process
- Independently process fee reversals
- Cross-sell products/services when appropriate
- Reconcile/balance daily work
Essential Intermediate Functions
- Display advanced member profiling techniques
- Display the ability to make sound decisions
- Identify and process PIN based and signature-based Visa Debit Card disputes
- Identify and process PIN based and signature-based Visa Debit Card fraud
- Demonstrate ability to identify and resolve more complex requests
- Effectively process ACH stop payment requests
- Process Pay by Phone requests
- Independently process incoming member e-mail requests and TMC tickets
- Independently process name, account title and beneficiary changes using established procedures
- Verify member requests via outbound telephone calls
- Demonstrate ability to troubleshoot and conduct research on all loan accounts
- Open all new IRA’s (Traditional and Roth)
- Process IRA Transactions
- Assist with processing internal transfers, distribution, and allotments as needed
- Independently troubleshoot issues and conduct maintenance on Visa Credit Cards
- Independently troubleshoot issues and conduct maintenance on Visa Debit Cards
- Process shared branch deposits (place appropriate check holds, etc.)
- Assist in end-of-day department balancing
- Process incoming TMC tickets
Essential Advanced Functions
- Research and resolve shared branch inquiries
- Process complex IRA Transactions (Distributions/contributions and direct rollovers)
- Assist with training new/incoming Phone Service Representatives
- Assist with training BSRs for skill basing requirements
- Independently respond to incoming emails received in the Online Banking Message Center
- Independently respond to incoming emails received in the Member Service Inbox
- Troubleshoot and resolve complex Online Banking Issues
- Troubleshoot and resolve complex Bill Payment Issues
- Effectively resolve complex member requests
- Process expedited Visa Debit Card requests
- Process expedited Visa Credit Card requests
- Demonstrate thorough understanding of Regulations-Including Reg. D and Reg. E
- Discuss loan products and processes
- Explain and offer all deposit related products to members
- Assist with plastic ordering, problem resolution, losses
- Demonstrate ability to troubleshoot and resolve loan inquiries/errors
- Knowledgeable in all aspects of consumer lending, including home equity loans
- Research and resolve complex TMC tickets
Knowledge of:
- Banking Products/services
- Policies/procedures and service philosophy
- Safety/security programs (i.e., false alarms, robberies, bomb threats and extortion)
- In-house computer system
- Fraud identification and prevention techniques
- Regulatory understanding
- PC literate, including working knowledge of Outlook, Word and Excel Skills :
- Vision: Ability to complete necessary paperwork
- Speech/Hearing: Ability to communicate verbally with staff, members, and vendors
- Manual Dexterity: Ability to perform necessary computer-related input
- Physical Mobility: Requires significant finger manipulation, hand-arm manipulation, hand/arm steadiness, eye/hand/foot coordination, limb movement without visual control, hand/ear coordination, skilled body coordination, and may be required to stand and/or sit for long periods of time
Education/Experience
- College Preferred
- High school level of language, math, and reasoning skills
- Two years’ experience in a related field with equal responsibilities
- Formal training should be supplemented with continuing internal and external education and self-development programs
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