Financial Plus Credit Union

Call Center Representative

• Responsible for member service from various contact channels including but not limited to telephone, e-mail, fax, or web site
• Answers inquiries pertaining to the credit union's products and services, performs monetary transactions and account maintenance
• Solves problems requiring review of account and transaction history, and the use of source documents
• Cross sells credit union products/services to meet member’s needs and establishes new services on-line
• Accept and process continuous member calls and other interactions
• Establish caller identity to ensure confidentiality of member information and to protect the member and the credit union from financial loss
• Answer questions, solve member problems concerning credit union products and services, and respond to complaints
• Process member requests including but not limited to monetary transfers and other monetary transaction, stop payments, lost or stolen ATM/Debit Cards, address changes, third party deposit verifications, and share draft/check reorders
• Review account status, answer questions and solve member problems pertaining to an existing Visa account
• Review account status, answer questions and solve member problems pertaining to existing secured or unsecured loans, home equity loans, and mortgage loans
• Accept loan by phone applications (secured, unsecured & Visa) and begin the loan work-up process as determined by the Vice President of Lending
• Actively cross sells products and services supporting the credit union's objective of increasing PFI (primary financial institution) relationships
• Make independent decisions to reverse fees, give provisional credit, override lockouts, remove account holds, add & delete special messages and reverse transactions according to credit union policies and procedures
• Responsible for daily balancing of all financial transactions performed
• Perform general clerical duties, such as filing and preparing mailings
• Ensures compliance with all federal and state laws and regulations, including the Bank Secrecy Act, Patriot Act, and Office of Foreign Asset Controls, and should request legal interpretation as necessary
• Must ensure subordinates are also compliant with such laws and regulations
• Perform other duties as assigned

Contact Center Representative