Service Center Officer

1. Maintain a reliable attendance record during scheduled hours.

2. Answer all incoming telephone, ITM, and Video Kiosk calls timely and satisfy the Member’s needs when feasible.

3. Provide prompt, efficient and accurate services to members and staff.

4. Assist members and potential members with problems and inquiries about their accounts, statements, etc.

5. Maintain an intense focus on sales during every member interaction and view every contact as a sales opportunity.

6. Processing loans and new accounts to improve member retention and Credit Union growth.

7. Place outgoing sales calls to create additional opportunities for membership and Credit Union growth.

8. Read and respond to all electronic messages sent by a member through various mediums such as, but not limited to, website, online banking, mobile app, Text, email and bill pay.

9. Consistently succeed at cross-selling products and services to members and promote the Credit Union by offering profitable products that improve and increase member relationships.

10. Perform routine member account maintenance and provide back-up for other administrative positions.

11. Cross train other employees in department responsibilities and functions.
12. Balance ITM’s accurately; there must be a $0 balance in Symitar at the end of the shift.
13. Identify member loan needs by reviewing loan products and rates and answering questions.
14. Assist in the resolution of problems and issues, The statements in this job description are intended to describe the essential functions and minimum qualifications for this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Job descriptions are not intended, nor do they create an employment contract and are subject to change at any time to accommodate business necessity. The Credit Union maintains its status as an at-will employer where applicable. In support of Five County CU’s goals employees may perform other duties as assigned and all employees are expected to: * Exemplify our CORE Values * Promote teamwork and collaboration * Provide our members with the highest quality service

1. Incumbent must possess excellent oral, written, and organizational skills along with the capability to multitask.

2. Must possess excellent interpersonal skills to ensure member satisfaction.

3. Must be flexible with coverage and able to work in a high pressure, team-oriented environment.

4. Must strive to learn how to find all the features and benefits of the Credit Union’s products and services quickly.

5. Must have specific knowledge of the Credit Union’s policies, products, and procedures relating to the position’s responsibilities.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand for extended periods; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must be able to speak and hear distinctly. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

The employee is required to stand, sit, and walk; sometimes to climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds., The mental demands for this position include: the need to be alert to member needs, to be resourceful in solving member problems, and to be precise when updating member accounts. The employee must be able to deal with people effectively under adverse and/or stressful conditions, occasionally be persuasive, use judgment, and exhibit patience.

***Hourly rate includes a $3.00 shift premium for front line member contact. Base rate is $26.25- $26.75 plus $3.00 shift premium.