Posted: Friday, February 2, 2018 7:36 AM
Job Description Benefits: Credit Union pays 75% of monthly premiums for medical and dental insurance. Credit Union pays 100% of Group Insurance Great Culture Credit Union contributes 5% to 401(k) after completing 2-years. Credit Union contributes 11% to 401(k) beginning 6th year. Role: To ensure members and potential members receive fast, courteous, and accurate service on the phone; explains services, sets up new accounts, responds to problems, and directs members' phone calls to the appropriate area; assists and trains other telephone center representatives. Essential Functions & Responsibilities: >Assists members and employees with phone calls, answers questions about products and services; resolves problems within their authority; refers problems that are beyond their authority to the next level supervisor, along with their recommendations. >Schedules, trains, and monitors the work of Telephone Center Representatives; evaluates, reviews, and recommends to management salary adjustments or disciplinary actions. >Identifies cross-sell opportunities and cross-sells services to members. >Ensures that member account information is properly recorded on computer system and all paper documents are appropriately filed. >Identifies and takes action to improve the department's operating methods and procedures. >Performs other job related duties as assigned. Performance Measurements: 1. To ensure the department processes member transactions with minimal errors and to member's 100% satisfaction. 2. To provide training, development, support and leadership for all direct reports. 3. To maintain a professional appearance and atmosphere for the department. 4. To maintain a 4% or lower abandon rate. 5. To complete performance reviews within the prescribed time frame. Knowledge and Skills: Experience Two years to five years of similar or related experience. Education A 4-year degree is desired. Interpersonal Skills A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary. Other Skills Must have good listening and communications skills; able to make decisions with minimum information. Company Description Advantage Federal Credit Union (AFCU) is a not-for-profit financial organization, wholly and locally owned and operated by and for its members. As a cooperative financial institution, AFCU members benefit from generous dividends on savings and low rates on loans. Serving its members in the Rochester community since 1931, AFCU now serves over 26,000 members and has assets over $300 million. A volunteer board of directors governs Advantage.
• Location: Rochester
• Post ID: 35743157 rochester