Inbound Call Center Representative
Alliant Credit Union is looking for an outgoing individual to serve as the face of our institution to work in a hybrid capacity. The Member Service Representative will provide consultative service and support to credit union members via telephone. They will resolve member issues, evaluate and identify the members financial needs with compassion and care. Additionally, they will build relationships with members in order to excellent service and member satisfaction, and targeted referrals to internal business partners that result in deeper relationships. The representative will educate members on credit union products, policies and regulatory compliance as well as provide members with assistance on account maintenance.
Responsibilities
Handle member inquires of moderate to advanced complexity with a goal of first call resolution and limited escalation by leveraging departmental tools and taking call types such as online banking, loan inquiries, stop payments, debit card issues, credit card inquiries, ACH transactions
Process financial transactions on members accounts in an efficient and effective manner
Review, qualify, open and close deposit accounts and ATM/debit cards and submits disputes
Process credit card payments, transfers, fees, and all related tasks
Decision fee-refunds within defined relationship parameters
Act as a member advocate and handle difficult conversations with professionalism and courtesy
Resolve members concerns while ensuring regulatory compliance
Training is in person for the first two months and will move to hybrid (1 day) in office at our headquarters (by OHare airport)
Education
Minimum: High School or Equivalent
Preferred: 4 year / Bachelors Degree in Business, Finance, or Related
Years of Experience
For Level 1 :
Minimum: 1 Year of Experience in Banking, Retail, Customer Service or Related
Preferred: 1 Year of Experience in a Call Center within a Financial Services Environment
For Level 2:
Minimum: 2 Years of Experience in Banking, Retail, Customer Service or Related
Preferred: 3 Years of Experience in a Call Center within a Financial Services Environment
For Level 3:
Minimum: 4 Years of Experience in Banking, Retail, Customer Service or Related
Preferred: 5 Years of Experience in a Call Center within a Financial Services Environment
Compensation & Benefits:
Typical hiring range:??? ?$22.00 Hourly. Actual compensation will be determined using factors such as experience, skills & knowledge.
Additional Compensation: Monthly Incentive Plan
?Benefits: Alliant provides a benefits package including health care, vision, dental, and 401k with employer match.
Additional Benefits:
Work from home up to 3 days a week
Paid parental leave
Employee discount programs
Time off including paid personal and sick days
11 paid holidays
Education reimbursement
Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full-time, regular part-time, or temporary employment.
Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.
The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.
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