Call Center Representative - Banking

Nassau Financial Federal Credit Union

Call Center Representative - Banking
East Meadow, New York • Full-time
$20 - $23 hourly

Shift: 40-hour work week; Monday through Friday and Saturdays on rotation.
Work Location : East Meadow - Hybrid
Benefits: Medical, Dental, 401K, Vision, Short Term Disability, Long Term Disability and Paid Time Off, Tuition Reimbursement.

About the Job
Nassau Financial Federal Credit Union – Call Center
East Meadow, New York • Full-time


Working at Nassau Financial Federal Credit Union means being part of something larger than yourself. At Nassau Financial, it is more than a job; we offer a career experience where you can grow personally and professionally while being an integral part of advancing our service mission of “Improving the financial well-being of each member and the communities we serve.”

At Nassau Financial, our team of professionals are the backbone of achieving our mission each day. One of the primary means to achieve this end is to develop a highly effective team of employees and advance each employee to their highest potential through coaching and leadership. Our employees are responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the members and recommend an appropriate credit union solution.

Our corporate tenets are an integral part of our culture and how we do business:

• Commitment to Service: Providing extraordinary service with every interaction both internally and externally to exceed the expectations of our members.
• Teamwork : Together we succeed through a spirit of mutual respect and collaboration. Feedback is welcomed and contributes to building a positive team spirit to achieve organizational goals.
• Professionalism : Team members are approachable and treat others with respect and consideration; accept responsibility for their own actions; follow through on commitments.
• Fun : We work hard, that’s why it’s called a job! However, working efficiently and effectively with others to achieve our goals can be fun too.
• Community Engagement: Our industry was founded on the principles of people helping people. Being involved in the community through volunteerism is a great way to help others.
• Continuous Improvement: An ongoing effort to make sure that our processes, methods, and practices are as efficient, accurate, and as effective as possible. We do this by examining and improving our processes to eliminate bottlenecks, use the best software, and take advantage of the most efficient methods.

Overview of the Role:
This role will be responsible for effectively developing and maintaining a financial relationship with our members. This includes identifying member inquiries and providing account resolution and solutions matched to member needs by building relationships to determine their needs. To provide a product and/or service solution to help meet the member’s need in a professional, prompt, and efficient manner. Overall, responsible for exceeding credit union goals.


Accountabilities and Responsibilities:

• To deliver service consistently with our Service Promises.
• Strive for one call resolution and execute best practices in accordance with the call.
• Recommend products that fulfill the financial requirements of members within lending and credit guidelines.
• Register leads into Synapsys CRM tool for “next step” follow-up action.
• Partner with internal departments to resolve member inquiries across all channels, i.e.; Lending, Auditing, OSS, Accounting, and Real Estate.

General:

• Cross-sell appropriate products suited to member’s profile and confirmed through needs-based questions to attain sales goals covering member acquisition, new checking accounts, loan production, cross-sell, and insurance-related policies. Build multi-product relationships with each member to increase the loyalty factor.
• Participate in monthly contests to achieve new product goals and the ongoing goal of opening new checking accounts.
• Possess proficient product knowledge as measured by the annual product knowledge certification assessment.
• Identify Member’s needs, clarify information, research every issue, and provide solutions and/or alternatives. Utilize effective listening and questioning techniques to identify the primary needs of members.
• Accountable for the appropriate and timely response and resolution to member issues and concerns.
• Responsible for properly maintaining and processing share and consumer loan applications from all delivery channels through our core processing software in an efficient and timely manner.
• Responsible & accountable for remaining current on changes within the legal, regulatory, economic, competitive, and technology environments which may affect share, consumer lending, and Internet programs.
• Provide technical expertise in the resolution of any problems related to internet-related products including but not limited to, Mobile and On-line Banking, Bill Pay, and e-statements.
• Effectively communicate with Members through various digital/electronic channels such as e-mail, e-chat, and mobile banking.
• Process account inquiries, address changes, closing accounts, when necessary, account maintenance requests, reconciliation, and payroll requests.
• Proactively modify performance based on Management coaching and/or feedback resulting from performance management tools.
• Notify management or applicable personnel of any system issues in a timely manner.
• Responsible for seeking out the appropriate training to further enhance expertise and professional development.
• Handle Shared banking inquiries and transactions and members to the closest shared branch, if possible.
• Individuals will be responsible and accountable for contributing to the credit union's goals.
• Comply with Verafin guidelines, re: internal watch list, alerts for loan fraud, check disbursements, and wire transfer fraud.
• Respond knowledgeably and courteously to members' questions concerning Credit Union policies and procedures.
• Accountable for knowledge of Credit Union Policies and Procedures and how to appropriately communicate to members.
• BSA/AML compliance (and compliance with the Office of Foreign Assets Control) is the responsibility of all employees throughout the organization. This is achieved through annual training, reporting compliance issues to the attention of the Compliance Officer, and keeping aware of regulatory requirements.

Contact Center:

• Responsible for facilitating account opening inquiries & the opening of new accounts to existing members via the telephone, verifying and obtaining proper documentation. Distribution of the appropriate disclosures through the mail in order to comply with regulatory guidelines.
• Effectively manage -inbound and outbound sales and service calls in a timely manner. Strive for ASA (average speed of answer) -and abandonment rates in accordance with annual goals.
• Implements effective presentation skills to clearly communicate needs-based solutions and problem resolution by controlling call flow, maintaining a steady pace and tone, and confirming transactions in accordance with member requests. Closes with conviction to satisfy member requests and sets up any “next steps” in Synapsys (CRM tool). Multitasks with software applications to support numerous member requests.

Other Duties:

• Possess knowledge in Lending and Home Equities.
• Work Schedule requires the ability to work flexible hours and Saturdays. May be assigned to other branches/departments as business dictates.
• Working remotely (from home) may be required.
• The ability to capture and scan loan documentation.
• Effectively participate in department meetings, training, credit union promotions, community events, and business development efforts.
• Perform other duties as assigned.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, specific job duties, certifications, etc.


Nassau Financial FCU is an Equal Opportunity Employer. m/f/h/v.