Service Center Representative
Company: Selco Community Credit Union
Posted on: June 12, 2021
The Service Center Representative provides an exceptional phone
service and electronic channel experience for SELCO Community
Credit Union's members, team members, and guests.
Welcome and interact with members, team members and guests in a
warm and friendly manner on the phone, via electronic channels and
in person. Demonstrate a sincere interest and willingness to help
others, and consistently address and thank the person by name.
- Provide member service and perform duties with a high level of
accuracy, efficiency and in alignment with service expectations,
instructions, policies, and procedures including:
Build and develop member relationships by asking open-ended
questions, identifying member needs, and promoting and
cross-selling suitable SELCO core and specialized products and
Routine caller assistance i.e., answering questions,
transferring calls, and returning calls.
Perform account services i.e., account transfers, setting up
ACH, taking wire requests, helping with card services and account
Address and help resolve caller issues, problems, and
Assist with online and mobile banking solutions.Assist team
members and other departments, as needed.
Demonstrate adaptability and leadership skills, and uphold
SELCO's mission statement, corporate values, service promises, and
exceptional customer service standards.
Adhere to federal and state regulations, Credit Union policies,
confidentiality requirements, and other compliance obligations.
Promptly resolve exceptions identified through quality control
audits and initiate steps to reduce future exceptions.
Consistently achieve individual performance goals and contribute
to branch and organizational objectives.
Demonstrate initiative to help protect the member and SELCO from
losses by detecting errors and taking action to prevent fraud.
Attend and actively participate in required meetings and
Adapt to and support change to accomplish SELCO's goals and
- Perform other duties as assigned.
Skills and Abilities
The position requires the following:
Exceptional customer service skills by using the G-VAL-HI
approach to providing service. Greet people. Value them. Ask how
you can help. Listen. Help them. Invite them back.
Initiative and ability to effectively cross-sell SELCO's
products and services.
Effective and professional communication skills in person, over
the phone, and in writing including through electronic
Good interpersonal skills that enable working independently and
as part of a team at all organizational levels.
Ability to apply knowledge acquired through job training and
self-study of procedures and updates.
Computer and software application skills, including Microsoft
Good time management and organizational skills with a high level
of initiative, responsibility, and accountability, including the
flexibility to adapt to changing business needs and deadlines.
Ability to work accurately with a close attention to detail.
Willingness and ability to receive, give, and assimilate
coaching and feedback.
Strong problem resolution, prevention skills and adaptability to
Ability to perform duties in an environment with background
noise and complete tasks despite interruptions.
- Work ethic that includes dependability, punctuality, and a
professional appearance and demeanor.
Education and Experience
High school diploma or equivalent; and
Minimum six (6) months previous banking, customer service or
call center experience; and
- Must be bondable.
While performing the job duties, approximately 95% of the time
is spent stationary, with the remaining time spent moving around
work areas. Frequent communication occurs in person, over the
phone, and in writing. This position requires the ability to view a
computer screen and interpret printed materials and other
documents. This position requires the ability to lift and transport
up to 5 pounds, and there is an occasional need to stoop, kneel, or
reach to access documents, equipment, and supplies.
Interaction and Work Environment
Reports To: Senior Service Center Manager, Service Center
Assistant Manager, Service Center Supervisor
Work areas are inside in a climate-controlled environment with
background noise, distractions, and frequent interruptions. Work
hours may include Saturday hours.
Material and Equipment Used
Computer, Phone, Scanner, Fax, Copier, General Office Supplies,
I have received and reviewed a copy of the Service Center
Representative Job Description. I understand that this job
description is not a contract of employment and in no way changes
the at-will nature of the employment relationship with SELCO
Community Credit Union.
Keywords: Selco Community Credit Union, Eugene , Service Center Representative, Other , Eugene, Oregon
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