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Member Service Center Agent I

Company: Y-12 Federal Credit Union
Location: Knoxville
Posted on: May 4, 2021

Job Description:

POSITION SUMMARYTo provide excellent member service to members and potential members with their telephone requests while trying to maintain first call resolution. Provide support to the membership including research, explanation of products and services, and assistance with resolution of member issues.Reports to:Manager, Member Service CenterSupervises: 0ESSENTIAL FUNCTIONSAccurately assist members and potential members with their phone requests including questions about products and services, basic account functions, debit card usage, online banking, mobile banking, bill pay, chat, and new accounts. Ensure transactional and informational accuracy. Resolve problems that are within position authority referring others to a supervisor, along with any recommendations.Perform basic credit card/debit card maintenance including activation and status updates.Exceed or maintain an acceptable score on the Quality Assurance Scorecard. Achieve Key Performance Indicator goals both individually and department wide.Perform additional job related duties as assigned by manager.EDUCATION/ EXPERIENCEOne year to two years of similar or related experience. A high school education or GED.OTHER SKILLS AND ABILITIESAbility to accurately process account entries/transactions and construct basic professional and grammatically correct correspondence. Ability to speak effectively to members and employees of the organization. Ability to read and interpret basic forms and documents, operating and maintenance instructions, and procedure manuals.Ability to apply reasonable understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving variables in situations.Maintains a positive attitude with employees and members. Remains flexible while focused on accepted practices, policy, productivity, and effectiveness.Promotes awareness of the credit union mission and core values to the credit union membership.Position requires sitting for extended periods; use hands and fingers, handle or feel; reach with hands and arms; talk or hear. Must be able to speak and hear distinctly, specific vision abilities required by this job include: close vision, color vision, and ability to adjust focus.May be exposed to mild to moderate stress levels associated with the performance of the job duties as described.Courtesy, tact, and diplomacy are essential elements of the job.Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.PERFORMANCE MEASUREMENTS:To deliver high quality service by meeting the following service standards. I will identify your financial needs and offer a solution that will improve your financial life.I will provide you with accurate and timely information.I will express my appreciation for your business.I will treat you with respect and maintain the highest standard of professionalism.I will always call you by your name.I will take ownership of your request.Identify cross-sell opportunities and cross-sell services within knowledge level. Use intranet and resources available to build product knowledge.To answer telephone promptly and direct all phone calls to the appropriate person with minimum transfers.To respond to all correspondence within one business day.Actively participate in branch/department and staff meetings in order to maintain awareness of organizational issues and promotional campaigns. Remain current on changes in policies, procedures, compliance and product development.Attend continuing education classes to enhance job knowledge and performance in order to provide exceptional service to internal and external members. Take initiative for personal career development and seek opportunities to learn new skills.PHYSICAL DEMANDS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.WORK ENVIRONMENT:Typical office - no hazardous or unpleasant conditions.We are an EEO EmployerAll descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Supervisors as deemed appropriate may assign additional functions and requirements. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Keywords: Y-12 Federal Credit Union, Knoxville , Member Service Center Agent I, Sales , Knoxville, Tennessee

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