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Requisition Number 17-0149
Post Date 9/20/2017
Title Call Center Member Service Representative
City Colorado Springs
State CO
Description

POSITION DESCRIPTION:

Member Service Representative I’s must provide accurate information regarding member inquires while actively cross-selling and educating members on Credit Union products and services.  Outstanding service must be delivered while remaining professional, responsive, and encouraging. In addition the MSR I is responsible for understanding and complying with credit union policies/procedures and industry regulations while seeking to protect the assets of members and the credit union.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Member Service - the representative must accurately process member requests received through incoming calls.  Representatives must provide individual member service at a high-standard professional level while updating the existing database with any changes requested by the member.  Members must be verified using Ent’s most current procedures to minimize fraudulent activity.  The representative must possess the skill to identify and escalate priority issues to the proper area.                                               
  • Sales - Accountable for meeting member needs through maintaining a strong knowledge of products and services available to members, regularly providing referrals to such products and services in all areas including, but not limited to lending, investments, electronic banking, wealth management, and business banking.
  • Knowledge - Maintains knowledge and remains current in the position by taking a proactive approach with participating in on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members.
  • Other related duties as assigned.

EDUCATION:

High school diploma or equivalent

MINIMUM WORK EXPERIENCE:

6+ months experience in customer service required

Inbound phone experience preferred

Sales experience preferred

Previous financial institution experience is preferred

TECHNICAL OR SPECIALIZED KNOWLEDGE/SKILLS:

  • Strong Customer Service focus
  • Basic understanding of typical products, offerings, and resources within the banking/credit union environment
  • Must have proficient computer skills, including the ability to use Windows, Microsoft Word and   Office. 
  • Symitar experience beneficial
  • Strong communication skills
  • Organizational skills required
  • Typing, computer, and ten-key required

PHYSICAL/PSYCHOLOGICAL REQUIREMENTS:

Must be able to sit or stand for prolonged periods of time in a climate controlled environment.  Must be able to use fingers, hands, wrists for repetitive tasks such as typing, using a mouse, and operating a telephone.   Must be able to interact with diplomacy, tact, and courtesy with all members under varying circumstances.

 

You are encouraged to apply online at www.Ent.com or use a kiosk at the Human Resources Department between the hours of 8:30 am and 4:00 pm, Monday through Friday, at:

 

Ent Credit Union            

7250 Campus Drive

Colorado Springs, CO 80920

 Ent Is an Equal Opportunity Employer/Females/Minorities/Veterans/Disability

 

  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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