Solution Center Representative

Reports to the Solution Center Manager 

Non-Exempt

General Functions:

Assist members with questions, concerns, or that need immediate assistance with accounts. Provide information and customer service concerning the credit union and its products and services, ensuring the highest quality of member service. The position we be responsible for answering phones, chats and e-mails in the Solution Center.

Duties and Responsibilities:

1) Reflects the credit union's core values in their daily activities and at any time they represent the credit union.

2) Treat all credit union members and employees with a positive and cooperative attitude. Always provide exceptional member service by acting in a pleasant, professional manner.

3) Answer questions about LLCU products/services, resolve matters in an efficient manner, and follow up when necessary. 

4) Continuously check member service voicemail and reply to these calls immediately.

5) Research and/or solve routine member questions, problems, and complaints concerning credit union accounts.  

6) Assist with stop payments, ordering replacement debit/Visa cards, processing wire transfers, and helping monitor chat/e-mail channels. 

7) Cross-sell credit union products and services when appropriate.

8) Forward online account requests to the appropriate staff member

9) Assist members with basic questions regarding their loans, remote access, home banking, Lincoln Line, products & services, and promotions.

10) Input incoming and outgoing wire transfers. 

11) Responsible for researching member inquiries to ensure proper follow up and satisfaction.

12) Educate our members and recommend appropriate LLCU products/services to enhance their experience and make a positive impact with their financial lives. 

13) Assist members with discrepancies and complaints. Make corrections and refunds on accounts if necessary.

14) Ensure that all information and transactions regarding credit union members are kept confidential. Enforce strict adherence to established security procedures.

15) Assist other staff with systems administrated by the Solution Center

16) Maintains work area in an orderly manner.

17) This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Performs other duties and works other hours as assigned. 

18) Must be able to meet physical requirements: prolonged periods of sitting at a desk working on a computer or standing and completing training activities; must be able to lift 30 pounds at times. 

Required Qualifications:

• Availability to work Monday through Friday 8:00 a.m. - 5:00 p.m.; Saturday 8:00 a.m. - 12:00 p.m. (periodic overtime may be required). Potential for expanded hours as Solution Center expands. Expected to work 40 hours per week.
• High School Diploma or equivalent. 
• Minimum of 1 year of similar service experience (i.e., high-volume service, sales, hospitality, or office jobs). 
• Must be tech-savvy and have advanced proficiency with multiple computer systems/software applications (MS Office products, CRM tools, evolving internet social mediums, etc).
• Must have excellent interpersonal and service skills, highly professional written and verbal communication. 
• Must have good time management skills; superb organizational skills; and be efficient, detail oriented, flexible, friendly/empathetic, calm under pressure, and a creative problem solver.   

Preferred Qualifications: 

• Ability to be a strong, independent worker with a genuine approach to helping others.