COMMUNICATION CENTER SPECIALIST I (MID SHIFT-ZEELAND) Job at 4frontcu in Zeeland
4frontcu, Zeeland, MI, United States, 49464
All Jobs > COMMUNICATION CENTER SPECIALIST I (MID SHIFT-ZEELAND)
COMMUNICATION CENTER SPECIALIST I (MID SHIFT-ZEELAND)
Zeeland
POSITION TITLE: Communication Center Specialist I
DEPARTMENT: Communication Center
CLASSIFICATION: Non-Exempt
APPROVED BY: CEO
WAGE GRADE: 6
REPORTING RELATIONSHIPS
POSITIONS SUPERVISED: None
ESSENTIAL FUNCTIONS AND BASIC DUTIES
- Handles member questions and complaints received through remote service channels in a timely and professional manner.
- Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Lead Communication Center Specialist.
- Actively cross sells Credit Union products and services.
- Completes maintenance on accounts.
- Coordinates the completion of forms for dispute, wires, accounts and applications.
- Maintains and projects the Credit Union’s professional reputation.
Assumes responsibility for creating a positive member experience and deepening member relationships.
- Provides outstanding service to members when assisting them.
- Relates to and connects with members to instill confidence and gain their trust.
- Identify member’s initial needs and additional needs by asking the right questions.
- Offer the right solutions, including additional products and services, in order to ensure member satisfaction.
- Attends and participates in meetings as required.
Assumes responsibility for related duties as required or assigned.
- Assists other departments as necessary.
- Ensures work areas and equipment are clean and well maintained.
- Performs procedures for opening and closing of operations, including alarm, and door duties.
- Performs related clerical and lending functions as required.
- Comply with the U.S. Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
- Comply with the Gramm-Leach Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, systems and locations.
PERFORMANCE MEASUREMENTS
- Communication Center Specialist functions are efficiently, effectively and accurately performed in accordance with established policies, standards, and security procedures.
- Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved.
- Accurate and complete information about Credit Union products and services is provided to members.
- Good working relationships and coordination exist with area personnel and with management. Management is appropriately informed of area activities.
- The Credit Union’s professional reputation is maintained and conveyed.
- Quality scores, referral totals, and member satisfaction scores meet expectations and reflect effort to create a positive member experience.
EDUCATION/CERTIFICATION: High school graduate or equivalent.
REQUIRED KNOWLEDGE: General knowledge of Credit Union policies and procedures
- Understanding of Credit Union philosophy.
- General knowledge of Credit Union products and services.
EXPERIENCE REQUIRED: Minimum of one year in customer service preferred.
SKILLS/ABILITIES: Excellent communication and public relation skills.
- Professional appearance, dress, and attitude.
- Ability to operate related computer software, telephone and business equipment.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, or quickly.
AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.
REPETITIVE MOTION: Movements frequently and regularly required using the wrists, hands, and/or fingers.
FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
PHYSICAL STRENGTH: Sitting and standing.
WORKING CONDITIONS
NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
REASONING ABILITY:
- Ability to deal with a variety of variables under only limited standardization.
- Able to interpret various instructions.
MATHEMATICS ABILITY:
- Ability to perform basic math skills, use decimals to compute ratios and percentages.
LANGUAGE ABILITY:
- Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
- Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
- Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary.