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Member Service Agent - Call Center: Provident Credit Union

Company NameProvident Credit Union
Job CategoryBanking/Mortgage; Customer Service
LocationRedwood City, CA
Position TypePart-Time, Temp
Experience1-2 Years Experience
Date PostedApril 10, 2009 (Reposted Dec 23)
Provident Credit Union
View Provident Credit Union profile and job listings

The Member Service Agent (MSA) will have a solid understanding of all credit union products, services and access channels and associated processes and procedures. MSA’s are expected to meet department sales and service standards and actively participate in regular moni to ring sessions to build skills and consistency with other agents.

This is a part time position, only 20 hours a week.

A. Specific Job Duties

1. Performs member contact duties which may include handling both inbound and outbound calls. Standards are related to providing a high level of personal service, the basics of proper call handling, knowledge of products and procedures, as well as cross-selling and referral efforts.

2. Educates members about online and telephone banking, the shared branch network and shared ATM network options, in addition to methods to simplify banking (e.g. e-statements, online bill pay, mobile banking and other similar products/services).

3. Correctly and promptly forwards all sales leads received via phone or Onyx to the appropriate department or personally fulfill the request when possible.

4. Solves problems quickly using a one-and-done approach or, when necessary, acts as the liaison between member and relevant back office department to create a seamless experience for the member.

5. Demonstrates sales and service-oriented behavior and employs a relationship needs-based consulting/sales approach with members.

6. Uses desk to p to ols within the Onyx CRM program to provide and enhance service levels to members and other departments.




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