Call Center Representative

Call Center Representative Houston Federal Credit Union Employment Type: Full Time, Non-Exempt Location: Sugar Land, Texas Office Work Hours: Monday through Friday - 9:00 a.m. - 6:00 p.m., Saturday- 9:00 a.m. - 2:30 p.m. **Role:** To assist members and potential members with their telephone, email, fax and internet requests; explains services, responds to problems, and directs phone calls to the appropriate area. Provides information for HFCU employees and assists with problems. **Essential Functions & Responsibilities:** - Assists members and potential members with their telephone, fax, email and internet requests; answers questions about products and services and directs calls to the appropriate areas. Provides information for HFCU employees and assists with problems. Resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations. - Acts as the members advocate in offering products and services. - Maintains member account information on computer system. - Works assigned reports to provide quality control. - Received and processes wire requests from members following established procedures. - Performs other related duties as assigned. **Performance Measurements:** - To provide accurate, courteous, friendly, timely, and professional service to all members and potential members. Answering telephone immediately and responding to correspondence within 1 working day. To accurately and effectively troubleshoot or direct all calls. - To process member transactions with minimal errors. - To provide accurate, courteous, friendly, timely and professional service to all HFCU employees. - To add to and maintain knowledge of all new products, services, policies and procedures to ensure remain compliant with all regulations. - To accurately process wires requests following established procedures and meeting deadlines while limiting risk exposure. - To maintain a professional work environment and businesslike appearance. - To maintain a dependable record of attendance and timeliness. - Is responsible for compliance with all required regulations and policies, especially with all Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies, procedures and regulations. **Knowledge and Skills:** - Experience: One year to three years of similar or related experience. Bilingual in Spanish is preferred but not required. - Education: A high school education or GED. - Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. - Other Skills: Good listening and telephone skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information. **Must have qualities that are consistent with our CORE Values:** - - - Integrity, Honesty, & Respect - Passion, Commitment & Enthusiasm - Seek Excellence in All We Do - Work Hard and Have Fun - Friendly Service and Superior Value