Service Agent

The primary purpose of the position is to assist the members of our growing community in meeting their financial needs and goals by offering them superior products and services. This is done by providing outstanding service to both internal and external members. The primary role of a Service Agent is to accept and process telephone and online requests, explain services, resolve problems, sell and direct calls/requests to the appropriate area - and perform non-phone duties within specified time frames as assigned.

Major Duties and Responsibilities:

• Actively seek ways to “WOW” and impress members with great service, in keeping with BrightStar Credit Union's Service Mission while living our Service Promises.
• Sell Credit Union products and services to meet member and potential member needs.
• Respond to inquiries and requests for information, including account information, basic IRA questions, loan questions, and more.
• Resolve member problems.
• Accept and process new memberships and account/loan applications.
• Perform transactions for members, including deposits, withdrawals, transfers, payments, and more.
• Ability to thrive and be motivated in a goal-oriented environment.
• Ability to make decisions that are in the best interest of members and the Credit Union
• Excellent telephone skills, including vocal presentation; excellent written communication skills. Good analytical & organizational skills; detail-oriented
• Ability to work quickly and accurately and handle various duties in a fast-paced environment.

Minimum Expectations of Knowledge and Skills: Experience: One year of call center or related experience (i.e., credit union or other financial institution experience is preferred. Education: High School diploma

Interpersonal Skills: Professionalism, Courtesy, tact, diplomacy, and the ability to provide great service are essential elements of the job. Empathy, the ability to understand member needs, the ability to listen, and the ability to sell are required. Work involves personal contact with others inside and outside the organization regarding giving or obtaining information, which requires effective and clear verbal communication.

Compliance:

Maintain knowledge with compliance training: BSA Compliance – every employee must uphold the credit union’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions with BSCU will consider the awareness of unusual or suspicious activity relevant to the department. In addition to any other assigned training courses, online BSA and OFAC courses must be completed at least annually, as made available by the Training and Compliance Department. Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending and Credit Card Act.

Physical Requirements:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform basic functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, feel, and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee is occasionally required to stand, stoop, kneel, crouch, or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

Work Environment:

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

BrightStar Credit Union is an Equal Opportunity Employer. BrightStar Credit Union is a Drug-Free Workplace.