Wheelhouse Credit Union · 22 hours ago
Phone Branch Representative I
San Diego,CA,US
Full-time
Onsite
Entry Level
1+ years expWheelhouse Credit Union is seeking a Phone Branch Representative I to handle incoming calls and service requests. The role involves opening new accounts, assisting members with inquiries, and promoting credit union products and services while ensuring compliance with regulations.
BankingCreditFinancial ServicesGovernment
Responsibilities
Promptly answer all incoming calls in a polite, professional manner while complying with member identification procedures and ensuring member information security at all times
Determine caller’s nature of business and personally assist or when necessary, announce the caller and transfer to the appropriate individual or department
Comply with Wheelhouse Credit Union’s Internal Service Standards when communicating information to other branches/departments
Provide a high level of quality member service
Answer each call with a “telephone smile.”
Be professional, courteous, tactful and a good listener
Strive to meet and exceed all Goals and Objectives set by the Phone Branch Manager
Open accounts for existing members via phone and assist with online new account processing for applications submitted via our website
Act as a source of information for new and existing members who are seeking information about new accounts products, modifications to existing accounts or membership qualification
Promote and cross-sell additional Wheelhouse Credit Union products and services that fit our member’s needs
Assist members with set up and navigation of Home Banking, Bill Payment, Mobile App and other Credit Union digital/online products, as they are applicable
Reset/unlock passwords, research and assist with trouble shooting member access issues and other digital banking related requests
Process members’ account/loan inquiries, transactions, loan payments, copy requests, fee reversals and check orders
Research account discrepancies, errors and complaints; follow up to the point of resolution or direct to the applicable department for further assistance
Maintain full knowledge of the Credit Union’s products, service and transaction procedures as required for performing service functions accurately and efficiently
Thoroughly read, understand and keep record of all promotional materials, the Wheelhouse Weekly, Desk Procedures, Credit Union Procedures and any information provided to you in order to represent the Credit Union in a knowledgeable and professional manner
Comply with all BSA and CIP programs along with the applicable laws, rules and regulations
Other duties as may be assigned
Qualification
Required
High School diploma or equivalent
Minimum one year of credit union/banking or comparable financial industry experience required
Must possess professional written and verbal communication skills, including excellent telephone and e-mail etiquette including listening skills
Proficiency with on-line data processing system and Microsoft Office Products
General working knowledge of the internet including online banking/mobile banking is required
Must be eligible to become an individual endorsee under the business entity license of Wheelhouse Credit Union held with the California Department of Insurance
Will be required to complete an individual application for insurance and an affidavit of training and knowledge
Must possess the ability to professionally represent the Credit Union and conduct business via the telephone with clear enunciation in English
Must possess a high degree of organizational skills and the ability to handle multiple projects and deadlines
Ability to work independently and be self-motivated
Excellent interpersonal and collaborative skills and the ability to develop and maintain positive working relationships are essential
Knowledge and understanding of the mission and vision of the Credit Union
Strictly adhere to the Credit Union's policy of confidentiality, security, professional conduct and dress
Preferred
New account opening experience preferred with demonstrated service and sales skills
Call center experience a plus
Bilingual English/Spanish speaking a plus
Company
Wheelhouse Credit Union
Wheelhouse Credit Union is a local credit union that is committed to the financial success and sustainable future of the city.
51-200 employees
Funding
Current Stage
Growth StageRecent News
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