The Customer Service Center Representative position is a key role at First Community and affords a rewarding career with competitive pay and excellent benefits. Opportunities abound to provide exceptional service while promoting our wide array of financial products and services. Employees who are successful in making referrals are eligible for monthly incentives.

Enthusiastic and outgoing individual can showcase their relationship building skills to enhance our customer banking experience. You will join a team of motivated, dedicated and empowered employees who strive to provide superior service and conduct accurate transactions, while complying with policies, procedures and regulatory banking requirements.

This position requires a high school diploma or equivalent and a proven track record in customer service. Proficiency in basic computer, data entry and typing skills is required.

Must demonstrate a positive attitude, a professional image, and be self-motivated and have the ability to manage multiple projects and tasks simultaneously with exceptional interpersonal communication skills.

ESSENTIAL FUNCTIONS:

• Represents the Credit Union to the members in a friendly, positive, and professional manner, and provides prompt, efficient, confidential and accurate service when answering telephone call inquiries.
• Responsible for researching and resolving complaints to ensure customer retention and satisfaction.
• Provides simple accounts research and learns to recognize member's needs for services and presents and refers them appropriately via phone, email or chat.
• Maintains daily, monthly and quarterly reports as assigned.
• Tracks daily and monthly referrals and goals.
• Handles all non-monetary transactions for members (i.e., transfers, loan payments, miscellaneous receipts) and other normal inquiries.
• Actively promote the use of Credit Union technology, including helping members with Telephone Banking, Online Banking and Bill Pay, and other automated services promoted by the Credit Union.
• Responds to members’ requests, problems, and complaints, and/or directs them to the proper person for specific information and assistance.
• Provide internal assistance to staff to help with member problem resolution.
• Maintain proper security of member requests, software/equipment and surroundings.
• This position requires a very active person to be a good listener and sell credit union products and services.
• Build and maintain positive member relations via telephone and personal contacts, and is responsible for proper telephone and email etiquette with a friendly can-do-attitude.
• Represents the Credit Union with honesty, integrity and trust at all times.
• Adheres to established internal policies and procedures for compliance. Completes required compliance training in a timely manner and complies with all regulations within scope of the position.
• Adheres to the requirements of the Bank Secrecy Act, OFAC, USA PATRIOT Act and anti-money laundering regulations.
• Performs all other duties as assigned.

BASE EXPECTATIONS:

• Be willing to perform any duty (beyond Essential Functions above) as assigned.
• Be able to handle different situations; i.e., demonstrate versatility.
• Responsible to develop and maintain a high level of product service knowledge.
• Ability to make sound decisions.
• Assist with information gathering.
• Adequately perform all operational functions.
• Provide other functions as requested.
• Confidentiality is of utmost importance.

WORKING CONDITIONS:

• Occasional lifting, carrying, pushing, and pulling of items weighing up to 60 lbs.
• Potential exposure to the threat of violence at any time.
• Occasional business travel may be required.
• Sitting or standing for extended periods of time may be required.
• Repetitive motions and extensive keyboarding may be required.

**Equal Opportunity employer, including protected Veterans and individuals with disabilities

FCCUL