Job Title:  Call Center Specialist

Department:  Retail Operations

Reports To:  Call Center Manager

FLSA Status:  Non-Exempt

Prepared Date:  January 29, 2026

Grade:   6 

Location:   350 Salem Turnpike (homebase) travel amongst branch and call center locations.

SUMMARY 

The Call Center Specialist position requires an outgoing and enthusiastic professional interested in building upon new and existing member relationships in a proactive, fast paced, retail sales environment in the Credit Unions retail branches and call center. This position is responsible for processing a variety of member teller transactions while also responding to member requests via telephone and the Credit Union’s e-services platforms. Additionally, the Call Center Specialist will assist in opening new memberships and accepting loan applications for new and existing members. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

1. Assists members and potential members with their requests in person or by telephone.

2. Answers questions about products and services the Credit Union offers while also resolving problems. 

3. Identifies cross-sell opportunities and cross-sells products and services to members in person and through the telephone. 

4. Responsible for meeting sales goals and expanding the member relationship.

5. Performs all teller functions, such as processing deposits, withdrawals, payments, transfers, selling money orders, maintaining cash drawer, and accurate knowledge of cash advances.

6. Monitor and respond to iBanking inquiries and text messaging.

7. Prepare e-sign packages and assist members in the proper completion and electronic signing of documents.

8. Accept loan applications in person and over the phone. Explains a variety of lending options and products to members in a professional and courteous manner.

9. Obtain and analyze credit bureau reports, verify information, calculate debt ratios and submit loan applications in the Credit Union’s Loanwriter software.

10. Travels among all Credit Union branch locations and the Call Center to provide support during staffing shortages. 

11. Demonstrates a strong working knowledge of Credit Union products and services and is responsible for meeting or surpassing individual sales goals

12. Educate members on iBanking and ePayment services. 

13. Performs other related duties upon request.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS 

• High school diploma or equivalent.
• One year related Call Center and financial services experience and/or training      preferred. 
• Intermediate knowledge of various technical platforms including Microsoft office      (excel, word etc.) with a basic knowledge of Microsoft windows.
• Ability to work well on teams and independently while keeping internal and      external service top of mind.
• Ability to interpret a variety of instructions furnished in written, oral or      schedule form.
• Excellent communication skills.
• Knowledgeable  and proficient in the use of computers and computer software such as;      Microsoft Office (Word, Excel). 
• Possess  a strong sales and service mentality, desire to succeed, and good      organizational/interpersonal skills with a strong member focus.
• Demonstrates a strong working knowledge of Credit Union products and services as well as policies and procedures. 
• Reliable means of transportation.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate to high.