**Proof of COVID-19 vaccine is required for employment at Spectra Credit Union**

Role

The primary function of this role is to provide accurate, quality, and timely service and consultation to members and potential members calling into the Credit Union. Maintain an in-depth knowledge of all Credit Union products and services to offer the right financial solutions to members over the phone and through Online Banking. Process account maintenance, research, and answer questions or resolve problems within an assigned level of authority. When necessary, escalate calls and requests to management or back office departments to ensure members needs are met. Perform follow-up and clerical activities and represent the Communications Center department and its membership on projects and initiatives as requested.

Major Duties and Responsibilities

50% - Phones. Receive incoming calls to the Credit Unions Communications Center. Serve is the primary point of contact for members calling the Credit Union for information, and provide first-call resolution. Take an average of 30 calls per day and answer a broad range of routine and complex questions on member accounts. Follow policies, guidelines, and regulations to properly identify and authenticate account owners, ensuring the protection and confidentiality of non-public information. Refer callers to the appropriate areas of business or management, if necessary. Work individually and as part of a team to keep average wait times and abandoned call rates down. Speak clearly, professionally, and maintain high standards of phone etiquette at all times.

25% - Member Service and Product Knowledge. Deliver timely and exceptional service. Assist prospective, new, and existing members with questions, inquiries, or requests on new or existing accounts. Build meaningful relationships through conversations and establish trust with the membership. Thank members for their business and membership, and follow up as needed to ensure first-call resolution. Maintain a thorough understanding of all products, services and offerings to offer the right solutions and benefits to each member and ensure accuracy and integrity in information provided.

25% - Administration. Respond to messages through Online Banking and general email inbox inquiries. Fulfill requests by performing clerical tasks, preparing items for mail, fax, or email delivery. Work with representatives in other departments to ensure member requests are fulfilled accurately, completely, and in a timely manner.

Must comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

Knowledge and Skills

Experience

Six months to two years of similar or related experience, including time spent in preparatory positions. Credit Union or other financial institution experience preferred.

Education/Certifications/Licenses

A high school degree or GED is required.

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills

Excellent oral and written communication skills; ability to express ideas and procedures clearly and concisely; required to work with highly sensitive information. Must be organized, detail-oriented, and possess strong problem-solving skills. Knowledge and proficient use of computer applications to include spreadsheet and word processing programs.

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Internal - Grade 7