Inbound Call Center Consultant at A2A Energia, providing customer care and commercial solutions in Milan. Engaging in customer inquiries related to energy billing and services.
NU
Hybrid Call Center Member Service Associate
Posted 4 weeks ago
About the role
- Call Center Associate at NASA Federal Credit Union providing member assistance and financial services. Engage with members, process transactions, and promote innovative products and services.
Responsibilities
- Assists members with multifaceted online financial services (in-depth understanding of online products and services).
- Performs business account, IRA, and HSA transactions.
- Handles new account opening inquiries.
- Process consumer loans; collecting supporting application documentation and entering loan information into the lending system.
- Advises members regarding available insurance protection (life, disability, gap, etc.).
- Maintains professional telephone skills by adhering to Call Center quality standards and consistent use of the Call Center telephone dialog.
- Participates in Call Center quality initiative by self-monitoring calls using call recording software and making the necessary adjustments to improve individual performance.
- Responds to member inquiries regarding the operation of accounts, account usage charges, access to accounts, interest rates on savings and loan products, resolving account discrepancies, credit, debit and ATM cards, account information, loan applications and assisting members to make the most effective use of services offered by the Credit Union.
- Processes a variety of financial transactions on member accounts including funds transfers, withdrawals, stop payments, loan payments, check orders, and issues cashier’s checks and share certificates. May also process daily department mail.
- Maintains a thorough knowledge of Credit Union products and services and actively markets and cross-sells products and services offered by the Credit Union by educating members on the features and benefits of the products.
- Provides efficient and responsive service to members by maintaining an acceptable level of productivity as measured by established Call Center production metrics and actively strives to achieve any assigned goals for loans, deposits, and services.
- Utilizes keyboard, ten-key, and computer navigation skills in order to access multiple systems at the same time while typing and conversing with a member.
- Demonstrates good grammar while utilizing keyboard, ten-key, and computer navigation skills to access multiple systems simultaneously while typing and conversing with a team member.
Requirements
- High school diploma or general education degree (GED).
- A minimum of one year of customer service experience.
- Call handling is preferred. Applicable Environments: Financial Institutions, Retail with customer service call centers.
- Experience in a High-Volume Call Center averaging 50-70 inbound calls a day. Applicable Environments: Financial Institutions, Retail with customer service call centers.
Benefits
- Health Insurance (Choice of two nationwide PPO plans)
- High-Deductible Plan: 100% employer contribution toward premium. (HSA and FSA compatible)
- Low-Deductible Plan: Generous employer contribution toward premium. (FSA compatible)
- Dental Insurance: Generous employer contribution toward premium
- Vision Insurance: Generous employer contribution toward premium
- Long-term Disability Insurance
- Flexible Spending Medical Account (FSA)
- Flexible Spending Dependent Care Account
- Health Savings Account (HSA)
- Voluntary Supplemental Life Insurance
- Voluntary Dependent Life Insurance
- Voluntary Short-term Disability Insurance
- 401(k) with employer match up to 6% and immediate 100% vesting
- Gain Sharing Bonus (eligibility rules apply)
- Life Insurance/AD&D
- Vacation Leave (excluding Outside Loan Officers)
- Sick and Safe Leave
- 11 Paid Holidays
- Education Assistance
- Employee Referral Bonus
- Credit Union Membership Eligible
- Employee Assistance Program
- Identity Theft Protection (Additional fee to add family members)
- Pet Health Insurance
- Employee Discount Program
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