The Call Center Representative is the first point of contact for credit union members, providing exceptional service and support over the phone, via email, and through digital channels. This position is responsible for assisting members with account inquiries, transactions, product information, problem resolution, while actively promoting credit union products and services that support their financial well-being. This position is committed to upholding PostCity Financial Credit Union’s Core Values: First-Class Service, Convenience, Community, and Integrity.

• Answer incoming calls promptly and professionally, providing first-class service.
• Respond to member inquiries via the online banking message center and member.service@postcitycu.org.
• Assist with account inquiries, transfers, loan information, and routine transactions.
• Educate members on digital banking tools and other credit union services.
• Resolve member concerns effectively, escalating as needed to appropriate departments.
• Interview members to understand and recommend products and services that meet their financial goals.
• Process requests including stop payments, PIN resets, address changes, and account updates.
• Review and verify debit and ATM card orders and renewals.
• Assist members with card-related tasks such as activations, card replacements, travel notifications, and fraud support.
• Activate mobile wallet tokens using Visa Online and send out activation letters.
• Process incoming and outgoing wire transfers.
• Maintain accurate and timely documentation of member interactions within the core banking system.
• Open new membership accounts and enhance existing relationships by offering additional services.
• Process annual skip a pay requests.
• Process force-placed insurance requests from our CPI company as needed.
• Process loan payoff demands and verification of deposits.
• Process debt protection payments.
• Perform file maintenance on accounts as needed.
• Meet or exceed performance standards related to call handling, service quality, and member satisfaction.
• Stay current on credit union products, policies, procedures, and regulatory compliance requirements.
• Perform teller functions as needed to support the branch.

• Minimum 2 years of customer service or call center experience, preferably in a financial institution.
• Must be proficient in job related technology applications including the Credit Union’s operating system and lending system.
• Proficient in Microsoft Applications (Word, Excel, PowerPoint, Outlook).
• Strong communication, problem-solving, and interpersonal skills.
• Ability to multitask in a fast-paced, phone-based environment.
• Proficient verbal and written skills required to effectively communicate in the English language.
• Comprehensive understanding and knowledge of Credit Union key objectives, product and service solutions to uncover and address member needs.
• Knowledge of state and federal laws and regulations that pertain to all membership, deposit and plastic card services offered including all forms, rates and necessary documentation.
• Effective analytical skills with proficient math aptitude.
• Full time hours required, additional hours as necessary.