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Service Center Representative

Company: Selco Community Credit Union
Location: Eugene
Posted on: June 12, 2021

Job Description:

Position Overview

The Service Center Representative provides an exceptional phone service and electronic channel experience for SELCO Community Credit Union's members, team members, and guests.

Essential Functions

  • 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 services.

  • 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 changes.

  • Address and help resolve caller issues, problems, and concerns.

  • 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 trainings.

  • Adapt to and support change to accomplish SELCO's goals and objectives.

  • 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 channels.

  • 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 Office.

  • 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 change.

  • 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.

Physical Demands

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, Security Equipment


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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