PT Senior MSR in Contact Center

Closing Date: February 27, 2012

Company:	Partner Colorado Credit Union Arvada, CO
Job Location:	Denver, CO (Denver County)
Employment Type:	Part Time
Department:	Contact Center
Salary Range:	$12.98/hr
Benefits:	Medical, dental, vision, +more!

Description:

Assist members with questions and concerns via incoming calls to the phone room in a timely manner. Proactively applies sales training and sales techniques in selling situations.

Duties:

Assist members with questions and concerns via incoming phone calls to include but not limited to:
Balances, transfers, statement issues, stop payments, lost/stolen reports, encoding errors, check copies, credit union checks, address changes, click-pay etc…

Check orders via liberty direct
PAL training/information
wire transfers
Hold policy concerns
Debit and Credit Card information
Debit and ATM dispute information
Error corrections as needed with documentation
Open certificates of deposit mail out & follow-up paperwork
Assist with special projects between calls
Problem resolution
Cross-sell products and services on incoming calls as volume dictates.
Input loan applications for: overdraft, MasterCard’s and autos. Work up loans via worksheet with recommendations for approval/denial
Disburse loans for members on the open-ended plan
Report Processing:
Monitor Stop Payment requests taken by phone to verify return of pertinent signatures within 14 days time frame
Process closed account report
Process Lost Stolen report
Process to S80 account and order debit cards with appropriate training
Process Liberty report
Process Card report
Process mail to include: new accounts, open Money Market accounts, share draft, process mail transactions to accounts, etc.
Complete research requests per member requests for items within the last six months
Respond effectively in writing to email/ Home Banking questions via info@ELCU.org
Perform all other duties as requested
Ensure goals are met as assigned
Make outbound calls as requested with provided current member information

Qualifications:

KNOWLEDGE, SKILL AND ABILITY
Effective and efficient phone communication skills.
Ability to diffuse irate members, listen to and answer questions members are attempting to ask, but do not know how to phrase accurately.
Ability to work projects in between phone calls without compromising quality of either function.
Ability to identify competitors strengths and weaknesses, and uses the information in selling products.
Displays product and service knowledge, using effective selling techniques.
Displays positive and upbeat attitude within department with regard to sales goals.
Proactively seeks training to upgrade both knowledge and technique.
Displays proficiency in the use of technical systems

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