Summary:
Engages with existing or prospective members, using a consultative approach, regarding their service requests and membership inquiries. Engagement may include information about membership qualification, deposit products and features, Individual Retirement Accounts, negotiated certificate rates, foreign currency transactions, debit cards, credit card applications and requests, wire transactions, bill payment services, online banking, and providing solutions to member service issues. Responsibilities include maintaining accurate account records and making changes or corrections to those records, capturing key relationship information to internal software systems as required, meeting individual performance metrics assigned, and supporting the achievement of team, department and enterprise goals.
Qualifications:
An individual must be bondable and have the ability to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The ideal team player in this position must possess competence in the technical areas of the function as well as demonstrate the following virtues:
· Humble – lack excessive ego or concerns about status; share credit, emphasize team over self, and define success collectively rather than individually.
· Hungry – always looking for more to do, more to learn, more responsibility; rarely needs to be pushed because they are self-motivated and diligent.
· Smart – emotionally intelligent and have common sense about people, good judgement and intuition around subtleties of group dynamics and the impact of their words and actions.
Knowledge:
· Proficient with software applications including Microsoft Office suite, as well as web browsers.
· In-depth understanding and working knowledge of applicable state and federal laws pertaining to financial institutions, specifically credit unions.
· Thorough understanding of Regulations D, DD, and E.
Essential Duties and Responsibilities:
1. Determines the needs of the member by telephone, email and occasionally in-person interactions, and offers appropriate product, service, transaction or informational support as to how the individual, ministry, or business might be best served.
2. Ensures that routine service requests are processed, and any error corrections are resolved, within the timeframes specified by department service level agreements.
3. Routes member requests for miscellaneous services, new services, research, and maintenance using internal forms and established procedures. Consults and follows up with other units as needed to ensure member satisfaction. Escalates unresolved issues to supervisor.
4. Provides limited technical or “help desk” support for members using online banking. Escalates more complex requests for technical support to an online banking subject matter expert, or to the appropriate support team, within department guidelines.
5. Supports department and corporate goals for deposit retention, new deposits, and the sale of new products and/or services, as assigned. Supports the introduction of new products and services by using opportunities to educate members about product enhancements, new products, or new services.
6. Captures and accurately inputs customer relationship information into internal software systems as required. Uses activity codes to identify purpose of incoming and outbound calls.
7. Documents complaints, and escalates to supervisor as needed. Identifies possible loss exposure to AdelFi and promptly escalates to supervisor. Immediately escalates complaints regarding alleged AdelFi violation, or failure to comply with any Federal or state banking law or regulation, to a supervisor or manager.
8. Routinely contacts members regarding maturing certificates, overdrafts, or other account issues, as assigned. Initiates member contact to proactively investigate unusual card or account activity, or to clarify written instructions received. Escalates issues involving possible fraud or unauthorized activity involving member accounts to supervisor or manager.
9. Responsible for compliance with Member Information and Data Security Policy.
10. May be assigned to complete additional training and certification to act as Notary Public. May be assigned to complete additional training and certification to act as consumer loan processor. May be assigned to complete additional training and certification to act as a Consumer Loan Officer I or Consumer Loan Officer II, subject to AdelFi Board approval.
11. Responsible for identifying and reporting unusual and suspicious activity under the requirements of the BSA/Anti-Money Laundering Act.
12. Responsible for compliance with OFAC/USA PATRIOT Act and the Customer Identification Program as applicable to position.
13. Other duties as appropriate.
Education and/or Experience :
High school diploma or General Education Degree (G.E.D.); Associates degree preferred. Two years customer service or call center experience in a bank, credit union or other financial services company.
Work Location and Schedule
Work is performed onsite and/or approved remote site; occasional meetings in the office may be required. Monday to Friday 8:00am-5:00pm PST (occasional overtime may be required).
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