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Rally Credit Union · 1 day ago

Contact Center Representative

McAllen, TX

Full-time

Onsite

New Grad, Entry Level

0+ years exp

Rally Credit Union is committed to serving its members' operational and financial needs through effective communication. The Contact Center Representative will assist members via telephone and email, process transactions, and promote credit union services to meet member needs.

CreditFinanceFinancial ServicesLending

Responsibilities

Assist Members Contacting the Credit Union by Telephone/Email

Process member transactions per telephone request

Handles tier one queue calls

Provide information/research to members on overall account and/or service inquiries

Ensure member is properly charged for services rendered

Be knowledgeable of and provide information to members and potential members on all credit union services and products, to include but not limited to savings, checking, loans, electronic services and channels, wires, stop payments, debit card transactions/issues, copies of statements and checks, cross account transfers/set up, term shares, check orders etc

Promotes CU products and cross sells additional products to meet the member’s needs

Contributes to department and credit union goals by handling high contact volumes and assisting the department in meeting overall Contact Center Goals

Record details of member comments, inquiries, complaints, and actions into appropriate workflow software

Follow Current Policies and Procedures as Set by the Board of Directors

Comply with financial industry Rules and Regulations as required by law

Demonstrates an understanding of and follow the requirements of all regulation compliance including but not limited to those Bank Secrecy Act (BSA), AntiMoney Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions

Responsible for completing BSA/AML compliance training annually

Other Duties as Assigned

Qualification

Customer service experienceSales experienceFinancial experienceBilingualCommunication skillsTeamworkProblem-solvingAttention to detail

Required

High School Diploma or GED

A minimum of six (6) months of customer service and sales experience in a fast-paced environment

Assist Members Contacting the Credit Union by Telephone/Email

Process member transactions per telephone request

Handles tier one queue calls

Provide information/research to members on overall account and/or service inquiries

Ensure member is properly charged for services rendered

Promotes CU products and cross sells additional products to meet the member's needs

Contributes to department and credit union goals by handling high contact volumes and assisting the department in meeting overall Contact Center Goals

Record details of member comments, inquiries, complaints, and actions into appropriate workflow software

Follow Current Policies and Procedures as Set by the Board of Directors

Comply with financial industry Rules and Regulations as required by law

Responsible for completing BSA/AML compliance training annually

Physical requirements are minimal, but position involves wrist/hand manipulation and sitting for long periods of time

Must be able to speak clearly and hear effectively in order to assist members over the telephone

Vision abilities required by this job include close vision for frequent viewing of computer monitor and review of documents

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team

Must have a strong ability to read and carry out various written instructions and follow oral instructions

Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence

Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public

Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace

Must be able to effectively handle multiple, simultaneous, and changing priorities

Must be capable of exercising highest level of discretion on both internal and external confidential matters

Personal computer with windows environment

General Office; copy machine, calculator, and scanner, etc