Call Center Representative
General Summary
As a Call Center Representative, internally known as a Member Service Representative I (MSR I) in the Member Support Department, the primary goal is to best serve the member in a friendly, professional, and timely manner primarily through inbound calls. They are to know and understand the products, services, and benefits of GECU, and be able to assist members with their questions and concerns. They will also troubleshoot and resolve member-related issues, answer questions, and serve as the “goodwill” agent for the credit union. MSRs should demonstrate reliability in attendance and timeliness and are expected to meet or exceed all departmental goals and standards. We offer an engaged and supportive team environment with an opportunity for advancement within Member Support that may begin as early as six months.
Essential Functions, Duties, and Responsibilities
Major areas of responsibility include, but are not limited to:
- Act as a point-person for inbound member telephone inquiries, striving for first contact resolution in a timely and efficient manner.
- Answer general questions about members’ accounts, act as a first-level expert to support online banking, handle credit and debit card inquiries, perform transactions that include loan payments and internal transfers, and assist with other credit union products and services.
- Make appropriate recommendations to enhance members’ financial lives.
- Utilize the resources provided, which may include partnering with other departments within GECU, to resolve member inquiries.
- Provide member feedback, questions, and concerns through appropriate channels.
- Must understand and follow all required policies and procedures associated with this position.
- Performs other duties as assigned.
Requirements
- High School Diploma or GED; must be a multi-tasker with strong time management
- and organizational skills who can work in a fast-paced environment; always exhibits a positive and
- professional demeanor; excellent verbal and written communication skills, using proper grammar;
- demonstrates aptitude for computer skills and using multiple systems with excellent keyboarding abilities. Prior customer service experience required, call center and/or credit union or financial institution experience is a plus. Must be able to speak and understand fluent English.
Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally, or informally, either verbally or in writing. The position description above is intended to describe the general content of this job. It is not to be construed as an exhaustive statement of essential functions, duties, and responsibilities
The requirements listed above are representative of the knowledge, skills, and/or ability required. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions.
General Electric Credit Union is an Equal Opportunity Employer.