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Call Center Representative (Full Time)

Location: San Antonio, Texas
Department: Banking
Posted: 06-19-2018
Location Name: Northwest Branch
Wage: Depends on Experience
Position Type: Full time
Shift: Varies


The primary purpose of this position is to assist Generations Federal Credit Union to live out its Mission, Do the Right Thing, by providing remarkable service to both external members and internal members. Responsible for providing remarkable service to the members through account servicing, member advocacy efforts, and referring. 

Primary Duties

  1. Performs a variety of routine daily transactions for members by phone, including, but not limited to: providing account balance information, performing account and card inquiries, transfers, loan and credit card payments and cash advances, completing basic account maintenance, performing account research, and processing account reconciliation.Advocates for the member and acts as a liaison between the Credit Union and the member when necessary to gather information for a decision.

  2. Identifies, refers, and executes products and services by capitalizing on cross-selling opportunities provided by routine daily transactions to meet their financial needs while applying internal controls, Credit Union Policies and Procedures, and Governmental regulations to ensure compliance, integrity, professionalism, quality and timely service delivery.

  3. Identifies and refers follow-up contact when necessary to deepen and maintain relationships with the members to achieve goals.

  4. Educates members on credit union delivery channels and promotes their use for convenience.

  5. Meets and/or exceeds individual and team Service Level Objectives by managing and monitoring individual daily activity, ensuring service delivery is expedient and efficient, and adhering to schedule.

  6. Responsible for performing and ensuring duties related to individual balancing, daily department tasks and department balancing are satisfactorily processed.

  7. Performs other duties as assigned.

High school diploma or equivalency. 

One year of inbound call center experience is preferred with knowledge of federal rules and regulations.  One year experience in a customer-contact related position, preferably in a credit union or financial institution.

Must have the following skills and/or abilities:

  • Must have knowledge of financial institution policies and procedures, and all relevant laws, rules and regulations.

  • Proficient with the Microsoft Office Suite.

  • Excellent communication skills (both oral and written)

Physical/Other Requirements
Must be able to:

  • Stand or sit for long periods of time.
  • Lift 10-20 lbs.
  • Must be flexible in work schedule to include Saturdays.

Service Expectations

  1. To deliver service that is in alignment with the credit union’s Service Promises:        

    • Treat members with a positive attitude.

    • Listen to and fully understand the members’ needs.

    • Offer solutions that meet the members’ needs

    • Take ownership of the Member Experience provided.

    • Give and receive feedback for improvement.

    • Continually learn for the benefit of the member.

  2. Meets all established service goals.

  3. Possess adequate product knowledge as measured by the annual product knowledge certification assessment.