Virtual Branch Service Representative – Call Center

Role Overview

• Provide sales and service support for Member-based business
• Provide accurate information for all products and services, as well as the status of all Member accounts
• Open new membership and deposit accounts
• Assume primary ownership over all Member issues by accurately documenting, researching, and resolving or escalating Member issues associated with any product or service
• Cross-sell alternative or additional services where they best fit the Members needs
• Provide basic financial services advice to Members that promotes their financial well-being
• Assist in the development of competitive and/or Member information that will support sales initiatives
• Act as liaison for MSRs and lending staff as needed to ensure timely and quality Member service
• Assist other MSRs and lending staff based on work requirements
• Meet or exceed all service and productivity goals established for this position
• Maintain an up to date status of all sales support and processing activity with routine reporting to management
• Perform all duties in a manner that is 100% compliant with KEMBA policy and procedures
• Develop an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• Continue to improve individual level of competency through training and certification on established educational programs
• Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
• Respond appropriately to criticism from a supervisor

Requirements

• High school diploma or equivalent education and experience
• Prior experience in a customer service role
• Strong organizational skills and attention to detail
• Must value a high degree of accuracy and speed
• Professional demeanor and ability to be On Stage for extended periods maintaining a positive attitude
• Effective verbal and written communication skills
• Must be able to easily adapt to quick changes in pace or workload