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Ent Credit Union · 22 hours ago

Full-Time Call Center-Member Service Representative I or II - Colorado Springs, CO

11550 Ent Parkway, Colorado Springs, CO

Full-time

Onsite

New Grad, Entry, Mid Level

$18.75/hr - $23.48/hr

0+ years exp

Ent Credit Union is committed to improving the financial quality of life for its members. They are seeking a Member Service Representative who will provide high-standard service to members through incoming calls, process requests, and maintain knowledge of financial products and services.

EducationFinanceFinancial Services

Comp. & Benefits

Responsibilities

Member Service - the representative must accurately process member requests received through incoming calls. Representatives must provide individual member service at a high-standard professional level while updating the existing database with any changes requested by the member. Members must be verified using Ent's most current procedures to minimize fraudulent activity. The representative must possess the skill to identify and escalate priority issues to the proper area

Sales - Accountable for meeting member needs through maintaining a strong knowledge of products and services available to members, regularly providing referrals to such products and services in all areas including, but not limited to lending, investments, electronic banking, wealth management, and business banking

Knowledge - Maintains knowledge and remains current in the position by taking a proactive approach with participating in on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members

Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act

Member Sales & Service: In order to build and retain member relationships, the representative must answer incoming calls from members, accurately answer inquiries and troubleshoot problems. Members must be verified using the processes and procedures in place, minimizing fraudulent activity. Representative possesses the skill to identify and escalate priority issues. A higher skillset is required to perform certificate maintenance and handle all online banking inquiries. MSR II is expected to resolve member concerns properly and provide solutions to avoid escalations in all areas of member service. The representatives must have extensive knowledge of all products and services by actively listening and determining the product that best fit the member’s needs. Products and services include but are not limited to: investment services, online banking and credit cards. In the area of credit cards, the representative will obtain the skillset to submit both consumer and business credit card applications

Knowledge: Maintains knowledge and remains current in the position by taking a proactive approach with participating in on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members

Qualification

Customer ServiceInbound Phone ExperienceSales ExperienceFinancial Services KnowledgeProficient Computer SkillsTyping SkillsSymitar ExperienceCommunication SkillsOrganizational Skills