Account Services Representative

Account Services Representative
SUMMARY/OBJECTIVE: Under the direction and supervision of the Account/Card Services Supervisor, this role is responsible for providing support to account holders, branches, Sunbelt Account Experts and My Teller Plus. The key areas of responsibility of this role include providing operational guidance and support, handling incoming account holder requests and escalations.

The Account Services Representative will ensure that all interactions with members and staff are handled with high-quality performance standards; ensuring optimal customer service, integrity and profitability. The Representative maintains a strong and positive working environment and takes initiative. Should be able to explain products' and services and their values, benefits, features, rates and fees to account holders, while ensuring the highest quality of service. All Account Service Representatives should also be able to learn as needed and operate an ITM (Interactive Teller Machine).

Must stay current with credit union membership requirements, deposit products, services, loan products, and marketing campaigns. Must maintain consistent, in-depth knowledge of Credit Union products and services, policies and procedures, operations, systems and general banking regulations.
REPORTS TO: Account/Card Services Supervisor

Essential Functions:Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answers an average of 80% of the share of calls inbound calls daily with emphasis on exceptional customer service and accuracy of data input.
• Maintain the company set guideline to average call length of 2.5 minutes.
• Listen effectively to account holder requests and offer solutions to meet the account holder's needs.
• Process various types of account holder requests and serve membership by providing excellent service and information in a pleasant, professional, and efficient manner via telephone, email or other correspondence.
• Explain monthly statements, research account history, resolve account holder problems and process account corrections.
• Aid regarding plastic cards including placing orders for new cards, researching card transactions, blocking cards and troubleshooting malfunctioning cards.
• Accepts account holder requests for wire transfers within policy.
• Assists account holders with Home/Cloud Banking issues.
• Provide account holders with forms by mail or e-Documents necessary to transact business at the Credit Union.
• Opens new memberships via the online membership portal.
• Cross-sell all services offered by the Credit Union.
• Research and respond to account holder inquiries and requests via phone, email and live Internet Chat.
• Serve as a subject matter expert to branch employees.
• Assist branch employees with research and problem resolution.
• Open accounts via mail or internet requests.
• Process ATM and mobile deposit checks
• Takes loan and credit card payments over the phone via SWBC.
• Effectively access reports and resolve issues
• Understand and is accountable for executing all job functions in a way that is consistent with all requirements of BSA, OFAC and the USA Patriot Act/Customer Identification Act (CIP). Note: Failure to comply with requirements may be subject to strong disciplinary action, up to and including termination by the credit union, as well as, civil and criminal penalties.
• Keep work areas clean and organized.
• Other duties/projects as assigned.

ITM (Interactive Teller Machine)
When operating the ITM, the Account Service Representative is responsible for the day to day operations of the ITM up to and including the basic role of teller with some exceptions and differences. Not all teller duties are functional at the ITM. This job duty is based on video interaction, which requires being comfortable, professional and friendly on camera with account holders. Responsibilities while at the ITM include, but are not limited to:

• Providing teller assistance to account holders and enhances interactive banking experience via video technology.
• Projects good customer relations while conveying a positive banking/customer service experience utilizing video technology.
• Effective communication skills with the ability to multi-task while maintaining attention to detail and operating several computer programs to ensure transaction integrity. This position requires individuals with effective verbal communication skills and strong listening skills.
• Facilitate the ITM process for account holders by providing step-by-step guidance through the ITM process.
• Must validate all checks presented for cashing or deposit to protect the credit union and the account holder from loss.
• Assists account holders with all routine teller machine transactions such as cash and check deposits, cash and check withdrawals, transfers, loan payments and account balance inquiries.
• May recommend other bank products and/or services to meet the account holder's needs.
• Protects account holder confidentiality and privacy.

Competencies: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, skills and/or abilities required.

• Strong customer service, problem-solving and organizational skills as well as the ability to adapt quickly to changing priorities, assignments, and roles.
• Professional, well-developed interpersonal skills essential for projecting a positive image as representative of the Credit Union.
• Account Holder Focus
• Dependability - Job requires being reliable, responsible and dependable and fulfilling obligations.
• Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
• Work requires basic knowledge of credit union software, Word and Excel.
• Computer Proficiency
• Intermediate mathematical skills required (calculation and concepts involving decimals, percentages, fractions, etc.).
• Must demonstrate an ability to understand and implement changing policies and procedures.
• Must be familiar with and can communicate how to use our services such as home banking, bill paying and cloud pay services
• Strong written and verbal communication skills with the ability to communicate effectively with all levels of staff

Education & Experience:

• High School Graduate or Equivalent (GED). BA or BS a plus
• Previous call center experience is preferred
• 2 + years financial services experience

Certificates, Licenses and Registrations:

• Must successfully complete BSA/OFAC training as required
• Employee must be bondable (insurable)
• Must complete and pass annual training courses required by management

Position Type/Expected Hours of Work:This is a full-time position. Days and hours of work are Monday through Friday, 40 hours shift between the hours of 7:30 a.m. to 6:00 p.m., Friday and occasional Saturdays from 9:00 a.m. until 1:00 p.m. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is continuously required to stand, walk and sit, use hands and fingers. The employee occasionally must reach above and below shoulder level, and lift/push/pull and/or carry up to 30 pounds.

Employment Requirements:All applicants must meet the certain conditions of employment to be eligible for employment at Sunbelt Federal Credit Union:

• U.S. Citizenship
• Successfully passing a drug test for illegal drugs
• Successfully passing a background investigation and Credit Check

Benefits Offered:

• 401K, With employee match and profit shares.
• Medical, 100% paid for employee, additional cost for dependents.
• Dental & Vision
• Company also provides Life Insurance, Short Term Disability & Long-Term Disability
• Aflac Insurance products
• Paid Holidays
• Employee Education Assistance Program (Tuition Reimbursement). Contract required with Terms and Conditions.
• 16 Days of PTO (Paid time off) that begins accruing day one. (usable after 90 days)
• Employee Assistance Program (EAP)

DECLARATION
This job description is designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Sunbelt FCU is an Equal Opportunity Employer.