Phone Branch Representative I

Wheelhouse Credit Union•San Diego, CA

About The Position

Summary: Handle all incoming calls and service requests directed to our Phone Branch. Open new accounts, handle member inquiries/transactions, account/loan maintenance and research requests. Provide accurate information, research and resolve members’ problems, and determine member needs while proactively cross selling credit union products and services in a professional, courteous and efficient manner. Remain current on all laws, rules and regulations including BSA and CIP programs. Essential Duties and Responsibilities: Promptly answer all incoming calls in a polite, professional manner while complying with member identification procedures and ensuring member information security at all times. Determine caller’s nature of business and personally assist or when necessary, announce the caller and transfer to the appropriate individual or department. Comply with Wheelhouse Credit Union’s Internal Service Standards when communicating information to other branches/departments. Provide a high level of quality member service. Answer each call with a “telephone smile.” Be professional, courteous, tactful and a good listener. Strive to meet and exceed all Goals and Objectives set by the Phone Branch Manager. Open accounts for existing members via phone and assist with online new account processing for applications submitted via our website. Act as a source of information for new and existing members who are seeking information about new accounts products, modifications to existing accounts or membership qualification. Promote and cross-sell additional Wheelhouse Credit Union products and services that fit our member’s needs. Assist members with set up and navigation of Home Banking, Bill Payment, Mobile App and other Credit Union digital/online products, as they are applicable. Reset/unlock passwords, research and assist with trouble shooting member access issues and other digital banking related requests. Process members’ account/loan inquiries, transactions, loan payments, copy requests, fee reversals and check orders. Research account discrepancies, errors and complaints; follow up to the point of resolution or direct to the applicable department for further assistance. Maintain full knowledge of the Credit Union’s products, service and transaction procedures as required for performing service functions accurately and efficiently. Thoroughly read, understand and keep record of all promotional materials, the Wheelhouse Weekly, Desk Procedures, Credit Union Procedures and any information provided to you in order to represent the Credit Union in a knowledgeable and professional manner. Comply with all BSA and CIP programs along with the applicable laws, rules and regulations. Other duties as may be assigned.

Requirements

High School diploma or equivalent.
Minimum one year of credit union/banking or comparable financial industry experience required.
Must possess professional written and verbal communication skills, including excellent telephone and e-mail etiquette including listening skills.
Proficiency with on-line data processing system and Microsoft Office Products. General working knowledge of the internet including online banking/mobile banking is required.
Must be eligible to become an individual endorsee under the business entity license of Wheelhouse Credit Union held with the California Department of Insurance. Will be required to complete an individual application for insurance and an affidavit of training and knowledge.
Must possess the ability to professionally represent the Credit Union and conduct business via the telephone with clear enunciation in English.
Must possess a high degree of organizational skills and the ability to handle multiple projects and deadlines. Ability to work independently and be self-motivated.
Excellent interpersonal and collaborative skills and the ability to develop and maintain positive working relationships are essential.
Knowledge and understanding of the mission and vision of the Credit Union.
Strictly adhere to the Credit Union’s policy of confidentiality, security, professional conduct and dress.

Nice To Haves

New account opening experience preferred with demonstrated service and sales skills.
Call center experience a plus.
A bachelor’s degree will be considered in lieu of work experience.
Bilingual English/Spanish speaking a plus.

Responsibilities

Handle all incoming calls and service requests directed to our Phone Branch.
Open new accounts, handle member inquiries/transactions, account/loan maintenance and research requests.
Provide accurate information, research and resolve members’ problems, and determine member needs while proactively cross selling credit union products and services in a professional, courteous and efficient manner.
Remain current on all laws, rules and regulations including BSA and CIP programs.
Promptly answer all incoming calls in a polite, professional manner while complying with member identification procedures and ensuring member information security at all times.
Determine caller’s nature of business and personally assist or when necessary, announce the caller and transfer to the appropriate individual or department.
Comply with Wheelhouse Credit Union’s Internal Service Standards when communicating information to other branches/departments.
Provide a high level of quality member service.
Strive to meet and exceed all Goals and Objectives set by the Phone Branch Manager.
Open accounts for existing members via phone and assist with online new account processing for applications submitted via our website.
Act as a source of information for new and existing members who are seeking information about new accounts products, modifications to existing accounts or membership qualification.
Promote and cross-sell additional Wheelhouse Credit Union products and services that fit our member’s needs.
Assist members with set up and navigation of Home Banking, Bill Payment, Mobile App and other Credit Union digital/online products, as they are applicable.
Reset/unlock passwords, research and assist with trouble shooting member access issues and other digital banking related requests.
Process members’ account/loan inquiries, transactions, loan payments, copy requests, fee reversals and check orders.
Research account discrepancies, errors and complaints; follow up to the point of resolution or direct to the applicable department for further assistance.
Maintain full knowledge of the Credit Union’s products, service and transaction procedures as required for performing service functions accurately and efficiently.
Thoroughly read, understand and keep record of all promotional materials, the Wheelhouse Weekly, Desk Procedures, Credit Union Procedures and any information provided to you in order to represent the Credit Union in a knowledgeable and professional manner.
Comply with all BSA and CIP programs along with the applicable laws, rules and regulations.
Other duties as may be assigned.