Member Service Call Center Rep - Summit Credit Union

• Embraces and encourages the "Selling is Telling" philosophy by provides members with information about products and services for the benefit of the member and the credit union to strengthen member relations with Summit Credit union.
• Maintains a positive, professional attitude and pleasant tone when dealing with others.
• Constantly accesses staff intranet to remains current and up to date on communications, policies, procedures, and service that are offered to provide efficient and accurate responses to members’ inquiries and ensures own familiarity with the most up-to-date policies and procedures. 
• Meets or exceeds minimum Quarterly Score Assessment percentages regarding quality standards and call measurements.
• Responds and resolves all members request and correspondences maintaining electronic images of such correspondence using Fast Docs.
• Works with the Internal Audit department in processing tasks to comply with escheat regulations.
• Accepts accountability for member or internal member issues and follows up for resolution.
• Assists staff and management on specific tasks and/or special projects.
• Uses advanced problem-solving skills paired with knowledge of Summit Credit Union policies and procedures to identify and communicate appropriate solutions for members. 
• Meets sales goals as assigned. 
• Handles all financial call types, such as IRA, online banking and debit card support.
• Proactively assists members with completion of product applications to facilitate additional sales.
• Recognizes and communicates the need for potential additions to current policies and procedures. 
• Handles both telephone and email contacts.
• Maintains detailed knowledge of when and where to escalate issues. 
• Builds and maintains strong business relationships with phone members and prospective members through established customer service and sales standards. 
• Maintains confidentiality when handling member requests and transactions. 
• Accurately take members loan applications by insuring loan policy requirements are met.

• Branch Operations     
• Data Processing / Information Systems
• Lending
• Marketing
• Accounting
• Card Services
• Collections
• Consumer and Mortgage Lending

• No more than 5% monthly average abandoned rate
• No more than 45 second monthly average answer speed

• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Interpersonal
• Customer Service - Manages difficult or emotional customer situations; listens carefully and responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
• Organization
• Ethics - Treats people with respect; keeps commitments; works with integrity and ethically; upholds organizational values.
• Self-management
• Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Safety and Security - Observes safety and security procedures; reports potentially unsafe conditions.
• Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent.
• Maintains a neat and organized station while exhibiting good time management skills.

• To perform this job successfully, an individual must be able 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.

• Associate's degree (A.A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. 
• Ability to write reports, business correspondence, and procedure manuals.  
• Ability to effectively present information and respond to questions from groups of managers, members, and the general public.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• Excellent communication and interpersonal skills with the ability to gain the trust of members 
• Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
• Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.
• Remain calm and professional in stressful situations.
• Must be able to work independently and productively with minimum supervision.
• Recognize problems, identify possible causes and resolve routine problems.
• Team player with a "can do" attitude that can work in a fast-paced environment
• Ability to establish and maintain professional atmosphere for employees and members.
• Ability to handle high call volume and answer member questions in a timely manner.

• Able to work a flexible schedule 
• Ability to consistently meet and/or exceed monthly metrics as required
• Cross-selling experience required
• Basic knowledge and ensure compliance with applicable regulatory requirements and internal policies and procedures.
• Working knowledge of the following systems to handle inquires/requests: Fiserv, Deluxe System (Order Pro, Chexsystems), CISCO IP System, Confiance Recorder, Branch Suite, L360, Fast Docs, and Electronic Services
• Working knowledge of remote check deposit
• Connect
• Secured Messaging
• Account to Account Transfer
• Home Banking Member Access
• Multifactor Authentication
• Home Banking Bill Pay Services-IPay
• Call 24
• People to People Pay
• New Member Applications
• Credit Reporting System, Vantiv (Card Processing), Clearing House Origination, and Individual Retirement Account (IRA) Direct (Ascensus)

Who We AreSummit Credit Union is a not-for-profit, full service, financial cooperative, established in 1935, serving over 300 employers with roughly 37,000 members in North Carolina.We want enthusiastic people who believe in great service, doing what's right, and having fun! Our culture inspires innovation, hard work, collaborative working relationships, and the ability to make an impact in a fast-paced and dynamic environment. Join an award-winning team committed to making a difference in people's financial lives and in the community! Our recent accolades: • Triad Business Journal 2020 Best Places to Work Finalist • Greensboro News & Record Readers' Choice “Best Credit Union in 2020”• Greensboro News & Record Readers' Choice “Best Credit Union in 2021”We’re more than just a paycheck - we offer a full-range of benefits to our employees, including, but not limited to:• Medical, Dental and Vision Insurance• No-Cost Short and Long-Term Disability • Complimentary Life Insurance • Paid Time Off and 11 Annual Holidays • Retirement Planning including a pension plan and 401k Program• Tuition Assistance• Employee Well-Being Assistance Program Summit Credit Union is an Equal Opportunity Employer.