Call Center Representative - AmeriCU Credit Union : Job Details

Call Center Representative Location: 231 Hill Road, Rome, NY 13441 Starting Rate - $18.78/hour to $26.14/hour, actual rate will depend on experience. Status: Full Time Position is overtime eligible, Incentive earning eligible & can be considered for remote work once training has been completed and candidate is meeting performance expectations. Requirement to be onsite for training and at least the first 90 days. Who Are We? AmeriCU is a not-for-profit credit union based in Rome, NY with assets in excess of $2.6 Billion and serving a membership base of over 160,000 members across Central New York, the United States, and beyond. For 74+ years we have been committed to our members, our employees, and our communities. In 2024 we were once again recognized as one of the Best Companies to Work for in New York State and recognized by American Banker as one of the best credit unions in the United States to work for, ranking 27 out of 70! The Position: AmeriCU Credit Union is in search of a Call Center Representative who aligns directly with our mission to provide our members with the right financial services to live life, dream big, and achieve financial success, and our vision to be the most admired organization in every community we serve. As a Call Center Representative you will:

Serve members by determining requirements; answering inquires; resolve problems; fulfilling requests; maintaining member account data.

Manage and expand relationships with members and potential members by providing professional and quality member service and sales that meets or exceeds member expectations.

Demonstrate clear verbal and written communication via; telephone, email, chat, and/or video chat.

What You'll Do: As a Call Center Representative your primary responsibilities will include:

• Manage a high volume of inbound/outbound calls in a timely manner.
• Build sustainable relationships and engage members by providing a superior level of service and support.
• Perform problem resolution in addition to offering products and services that may fit their needs.
• Process loan applications and maintain thorough knowledge of the underwriting guidelines and procedures.
• Maintain knowledge of and adhere to all internal procedures and applicable compliance and risk controls in accordance with credit union and/or regulatory standards and policies. i.e., Bank Secrecy Act and the SAFE Act.
• Educate, encourage, and upsell members on the use of alternative delivery channels and available digital processes to create a more efficient experience for members and employees.
• Meet or exceed individual competencies and goals while also contributing overall goals of the organization.
• Verify and maintain member information captured in Core and CRM systems.
• Keep equipment operational by following established procedures; reporting malfunctions.
• Update job knowledge by participating in educational opportunities, along with referring to knowledgebase articles to improve product/service knowledge and performance levels.
• Uphold the mission and vision that align with AmeriCU's core values and strategic direction.
• Register in the NMLS database and maintain personal information. Data must be accurate and up to date.

Come grow with us! Whether you are just starting out or have been working in your field already, we offer opportunities for growth and advancement. It is our goal to hire employees who will provide exceptional service to our members and who value giving back and supporting the communities we serve. In addition, we offer the following benefits: Competitive rates on our Medical, Dental and Vision plans Generous contribution to your Health Savings Account, if you choose to enroll in one of AmeriCU's High Deductible Health plans Paid Holidays Paid Time off - Vacation, Personal or Sick and Birthday Employee Appreciation Events 401(k) Matching after 1 year of employment Employee Assistance Program Tuition Reimbursement for Full-time employees after 1 year of employment Life Insurance & Accidental Death & Dismemberment Insurance, free to all Full-time employees Enhanced Short Term Disability - at no cost to you! Get to know us more by clinking on the links below. See why YOU should choose AmeriCU!