OUR CORE VALUES

Everyone Counts We promise a diverse and fair workplace to better serve our Members, Team Members and Communities, fostering an environment of transparency, trust, and respect.

Innovate Boldly We dream big, challenge the status quo, move with agility, and embrace data-driven decisions. We listen and continuously make the impossible possible.

Embrace the Fun! We take the joy in our work by welcoming kindness, integrity, and authenticity.

Own It Valley Strong is ours to grow. We hold ourselves accountable to doing our best work every day and are empowered to do what’s right.

POSITION SUMMARY

Provide service to members by phone and by mail in the Contact Center. Services include New Accounts and Consumer
Loans in addition to all normal Member Services functions. Serve as the primary liaison between the Credit Union and its members, over the phone, by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Respond to questions, complaints and problems received from members by telephone regarding account inquiries, problems, research, stop payments, address changes, check reorders, etc.

Respond to requests from members regarding l

ng is ours to grow. We hold ourselves accountable to doing our best work every day and are empowered to do what’s right.

POSITION SUMMARY

Provide service to members by phone and by mail in the Contact Center. Services include New Accounts and Consumer
Loans in addition to all normal Member Services functions. Serve as the primary liaison between the Credit Union and its members, over the phone, by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Respond to questions, complaints and problems received from members by telephone regarding account inquiries, problems, research, stop payments, address changes, check reorders, etc.

Respond to requests from members regarding loan applications: quote prevailing rates and cost of loans to interested parties.

Explain loan policies and regulations.

Respond to questions from members regarding products and services; quote rates and
requirements for deposit accounts.

Explain Deposit Insurance regulation to make insured investments. Sell new account and loan products over the phone, prequalified by phone interview, complete application forms and forward to the proper department for processing.

Perform other duties as assigned.

NOTE: This is not a lending position.

Actual loan decisions on telephone applications will be made by other officers.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High School diploma and one year certificate from a business college or technical school; or three plus years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions from members and general public utilizing the
telephone.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

OTHER SKILLS AND ABILITIES

Ability to answer a minimum of 90% of allocated calls per day. (Allocated Calls = Total calls received divided by number of employees) Achieve a minimum cross-sales ratio of 2.0 when opening new accounts. (Sell an average of at least 2 products/services to each new member) Sell Life & Disability Insurance on at least 20% of all eligible approved loans. Ability to use telephone "headset" to increase job efficiency and reduce "ring time.

Ability to type 35 words per minute.

Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) Laws and Regulations, as they pertain to federal guidelines and internal policies and procedures.

Office of Foreign Asset Control verifications as necessary. The reporting of any activity that falls within the Suspicious Activity Report criteria.