Call Center Agent

One Detroit Credit Union    Detroit, MI
Job Description

Job Description

Classification Non-exempt

Reports to: Contact Center Manager


Summary/Objective The Call Center Representative is responsible for providing excellent service to members over the phone by using in-depth knowledge of credit union products and offerings.

Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Ensures that calls, voice mails and online requests are handled appropriately and confirms members and prospective members are being responded to in a suitable and timely manner.
  • Process loans & other financial needs of the member.
  • Take loan requests by phone or online and refer to appropriate staff member for closing.
  • Fulfills member service requests for accounting maintenance including: loan maintenance, account research and reconciliation, corrections, address changes, stop payments, check orders, check copies, account statement copies and replacement of plastic.
  • Ensure members are presented with the best possible solutions to fit their needs.
  • Identify and actively seek opportunities to increase household penetration of credit union products and services.
  • Educate and assist members on how to utilize the credit union electronic products/services and provide troubleshooting assistance as needed.
  • Collect information about service problems or member complaints and resolve or refer customer disputes to the appropriate department for resolution.
  • Analyze member activity and cross sell other products/services to fit their needs.
  • Comply with BSA and other applicable regulations.
  • Maintain knowledge of One Detroit Credit Union’s products and services, operational policies and procedures, by-laws, and philosophy.
  • Adhere to the credit union’s uniform policy and demonstrate professional, business like appearance.
  • Perform other duties as required for the efficient operation of the credit union.
  • Competencies

  • Attitude
  • Stress Management
  • Member Focus
  • Communication
  • Problem Solving
  • Job Knowledge
  • Accountability
  • Appearance & Grooming
  • Ethics
  • Attendance
  • Teamwork
  • Supervisory Responsibility This position has no supervisory responsibilities.

    Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

    Physical Demands This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

    Position Type/Expected Hours of Work This is a full-time position. Hours worked are not to exceed 40 hours.

    Travel No travel is expected for this position.

    Required Education, Experience, & Skills

  • High school diploma or GED required.
  • At least 1 year of experience in a call center environment
  • Familiarity with Microsoft Office Suite applications.
  • Preferred Education, Experience, & Skills

  • Bachelor’s degree in related field.
  • Six months to 1 year of prior banking or customer service experience.
  • AAP/EEO Statement One Detroit Credit Union is an equal opportunity employer.

    Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

    Job Type: Full-time


  • Call Center: 2 years (Required)
  • Customer Service: 1 year (Required)
  • Education:

  • High school or equivalent (Required)

  • Mon, 11 Feb 2019 14:28:17 GMT

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