Universal Service Support Representative

Job Description

Job Description

Summary

Serve as a liaison between our membership and the credit union. Provide member service by

phone or in person, as well as information on the full range of credit union products and services.

Open accounts for members, professionally handle member’s daily inquiries/needs. Assist with

complaints, while troubleshooting issues, to provide members with resolutions. Perform

transactional duties; maintain accurate transactional records all with a high-level degree of

accuracy.

Responsibilities

➢ Greet and answer calls warmly, provide full and complete name at the beginning and end

of each call.

➢ Handle member’s inquiries and/or complaints; satisfactorily and professionally; via

telephone, in person, email, mail, live chat and/or social media.

➢ Route calls to appropriate resource, identify and escalate priority issues.

➢ Research required information using available resources.

➢ Troubleshoot and suggest solutions when a product or service has a malfunction.

➢ Enter new customer information into system. Update and verify existing member

information through each call.

➢ Complete/handle all escalations within Cu-Scripter, in the expected time range.

➢ Process & open new membership applications

➢ Check withdrawals

➢ Transfers, Payments

➢ Promote, explain and cross sell credit union products and services such as: consumer loans, rates, certificate of deposit rates, safe deposit boxes, functions and limits for debit and ATM cards, online banking products and services, gift and reloadable cards and movie tickets.

➢ Set up New Consumer and Business Accounts and provide members with all necessary information for membership. Service existing accounts: identify and promote products and services that would best meet their financial needs.

➢ Process all types of consumer loans, e.g., personal, auto, overdraft, business and secured loans.

➢ Provide basic mortgage information to members and submit mortgage applications through the Greater Alliance web site.

Have the availability to:

➢ Assist sister branches for in person member service.

➢ Maintain an up-to-date and comprehensive knowledge and understanding of all credit union products and services that are handled or promoted by the credit union. In addition to also maintain an up-to-date understanding of credit union policy, procedures, rules, and regulations

➢ Other duties as assigned.

Qualifications

➢ Six months to two years of similar or related experience

➢ High school education or GED

➢ Must be professional, thorough, and organized with strong follow-up skills.

➢ Exceptional written and verbal communication skills

➢ Experience with Live Chat communication is a Plus!

➢ Demonstrated ability to make personal connections, engage and educate customers, ask open-ended questions, and listen to establish trust and build lasting relationships.

➢ Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations, in a quick and accurate manner.

➢ Must perform well in a team environment and proactively collaborate with others to service members.

➢ Bilingual in Spanish is a plus!!

Competencies

➢ Teller Balancing Record

➢ Job Knowledge

➢ Member Focus

➢ Appearance & Grooming

➢ Attendance

➢ Policy Compliance

We offer a competitive salary and comprehensive benefits package to all our full-time employees, including:

➢ Life/ AD&D/ Long Term Disability Insurance

➢ Medical/Dental/Vision Insurance

➢ Aflac

➢ 401K

➢ Flexible Spending Accounts

➢ Commuter Benefit

➢ Paid Time Off

➢ Gym Reimbursement Program

➢ Bonuses

To apply please submit a copy of your resume!

Greater Alliance Federal Credit Union is an Equal Opportunity Employer