Heritage Family Credit Union

Job 167529 - Call Center - Financial Services Representative (Full Time)
Rutland, VT

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Job Details

Location: Rutland, VT
Employment Type: Full-Time
Salary: $14.00 - $14.00

Job Description


This is a service position that provides World Class Member Service to both credit union members and employees. Serves members promptly while representing the credit union in a friendly, courteous and professional manner. Performs a broad variety of transactional duties to serve members. Provide consumer loans including installment, Visa and overdraft line of credit. Duties also include cross-selling products and services appropriate to member needs. Answers questions regarding credit union services provided and performs a variety of account maintenance duties. The duties of this position are performed primarily over the phone.

Essential Functions and Basic Responsibilities:

Answer incoming calls promptly and professionally to respond to and resolve inquiries and requests from members regarding their accounts while representing the credit union in a friendly and courteous manner.

Open new accounts, both personal and business, including share drafts, share certificates, debit cards, etc., and explain all services offered by the credit union; cross-selling to members those services of which the member may be using at other financial institutions or of which the member may benefit.

Perform other services such as wire transfers, travelers checks, disputes, etc., along with account maintenance. Help members complete paperwork in connection with any fraud against their account.

Interview loan applicants for consumer and credit card loans and enter the data into the core system. Pull credit reports, calculate ratios, add comments and make a recommendation. If within guidelines, approve the loan based on the loan rating or send to an authorized representative to be approved.

Offer and educate members regarding our debt cancellation, gap and mechanical repairs products.

Verify vehicle loan information, fund disbursement, title registrations and automobile insurance. Book consumer loans to insure proper documents are completed, follow up on information required to complete the lending process and forward loan documents for review in a timely manner.

Attend training sessions (CUPATs) and complete required training in a timely manner. Attend and participate in other group or company meetings as required.

Maintain a clean and well organized work area as well as assist with the overall cleanliness of the HFCU properties.

Perform miscellaneous requests, respond to email and phone inquiries, file, fax and mail information.

Back up other FSRs. Assist the branch/department manager and other department staff as needed.


Job Competencies/Requirements:

Excellent verbal communication skills required and the ability to utilize the phone and computer systems to effectively communicate and track member information and documents in a confidential and secure manner. Be aware of surroundings when working with member files and when speaking with members, both in person and over the phone, when discussing or gathering personal and confidential information.

Good organizational, communication and business writing skills to exhibit professionalism and deal effectively with internal and external contacts.

Conscientious, comfortable with detail and the ability to be multi-tasked to coordinate and prioritize the workday efficiently. Comfortable working under pressure, self motivated and able to work in a team environment.

Ability to understand and monitor compliance functions and responsibilities assigned within a credit union and the ability to stay current in the changing environment of compliance.

Ability to work cooperatively with others to identify, recommend and implement opportunities for increased efficiency.

Education/Knowledge and Experience:

A high school diploma or equivalent. Experience servicing within a financial institution preferred. This position typically requires previous teller experience.

Good writing and verbal communication skills and the ability to prepare written documents. Excellent phone skills/etiquette and the ability to communicate clearly and effectively over the phone.

Basic computer knowledge, proficient use of a calculator, keyboard and experience with Microsoft Office products required.  Experience with financial institution software systems preferred.

Working Conditions/Environment:

This position requires sitting for long periods of time utilizing a phone headset and working primarily at a workstation or desk in an open office environment. Daily tasks include extensive use of the phone and computer, performing standard keyboard functions, requiring repeated motion. Stretching breaks are recommended to avoid injury. Some light lifting and carrying of large paper files. Equipment is available and recommended for use of transporting large quantities of files to and from various locations.

This job description is not a complete statement of all duties comprising this position. Heritage Family Credit Union reserves the right to revise or change the essential functions and employment standards as the need arises. This description does not constitute a written or implied contract of employment.

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