Virtual Retail Center Representative ll

Department: Virtual Retail Center Reports to Virtual Retail Center Manager Employment Status: Full-Time Classification: Non-Exempt Position Summary This position calls for individuals who are Compassionate, Accountable, bring Real Value, Integrity, New ideas and provide Guidance to our members as well as the team.
These key elements define PrimeWays culture.
Another key aspect of this financial service position is to identify members' financial needs and recommend appropriate solutions.
The VRC Representative is responsible for meeting or exceeding established referral, call quality, and member satisfaction goals.
Additionally, this position requires the ability to act as a solution-oriented problem solver who is organized and provides timely follow-up to member requests.
Duties and Responsibilities Answering incoming phone calls within targeted call metric goals Processing account maintenance changes, wires, disputes, etc.
Understanding and communicating the benefits of all PrimeWay products Maintaining accountability for each member's interaction Identifying and creating opportunities to present other credit union loan products or services by effectively cross-selling prospects Managing member expectations Adhering to PrimeWays policies and procedures Deescalating member issues Demonstrating a working knowledge of federal regulations B, D, E, and Z Playing a key role with other departments in relation to fraud detection/prevention Solving problems as needed in all aspects of account management, operations, and member service Working with other internal back office departments to deliver service excellence Performing necessary actions to ensure member satisfaction scores greater than or equal to 90% Assisting the Contact Center Supervisor and Director of Virtual Retail with any additional duties as assigned Recommending, assisting with, and participating in staff training as needed.
Score 90% or above on Contact Center Product and Service Assessment Successfully mentoring new hires to achieve stated metric goals Responding to members via chat Processing remote deposit capture items Knowledge /Skills/Abilities General knowledge of basic call center policies and telephone etiquette.
Excellent interpersonal, verbal, and written communication skills Professional appearance and attitude.
Strong organization and follow-up skills.
Sound decision-making and judgment with attention to detail and accuracy.
Ability to interpret information, work independently and/or as part of a team and be able to adapt to a fast-changing environment to accomplish individual and team goals and meet deadlines.
Basic personal computer skills and proficiency in Microsoft Office Ability to perform in a fast-paced environment Willing and able to work remotely if needed.
Ability to maintain confidentiality with member information.
General knowledge of loan policies including but not limited to Truth in Savings, Truth in Lending, Bank Secrecy Act, and anti-discrimination legislation.
Experience 2 years of call center experience 1 year of banking call center experience preferred but not required.
Education High school diploma or its equivalent is required ADA Requirements Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs.
Must be capable of climbing/descending stairs in an emergency situation.
Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
Must be able to routinely perform work on a computer for an average of 6-8 hours per day.
Must be able to work extended hours whenever required or requested by management.
Must be capable of regular, reliable, and timely attendance.