Call Center Representative

The Ohio Educational Credit Union (OHecu) is a full-service financial institution. Our goal is to recognize and understand the unique financial needs of our individual members and fulfill those needs through a variety of diversified products and services while adhering to the Credit Union philosophy of “People helping People.” We have been serving our members since 1933.

The philosophy of “people helping people” sets credit unions aside from other for-profit financial institutions. Credit Unions have members, not customers. When you deposit money with a credit union, you become a member, and as a member, you have a share of ownership. OHecu supports seven cooperative principles that are an integral part of OHecu. We maintain these principles in all aspects of our business initiatives.

Job Description:

We are currently searching for an experienced and energetic call center professional to join our Call Center/E- Services team located at our Corporate Office on Rockside Road in Seven Hills, OH

Reporting to the Manager of Online Services , the responsibilities of this position include:

Summary:

Provides information, assists with problem resolution and performs routine transactions while ensuring the highest quality of member service via phone, live chat, e-mail or other approved correspondence.

Essential Duties and Responsibilities (Other duties may be assigned):

• Assists members with accounts transactions, answers questions about accounts/products/services, responds to member concerns, provides home banking/mobile banking/bill-pay support, and assists with problem resolution. As necessary, refers issues to the manager for resolution.
• Responsible for monitoring member service voice, chat and e-mail accounts and responding/forwarding as appropriate.
• Verifies member identity/account access; closes accounts; accepts loan applications; processes stop payments on share draft accounts, orders debit/credit/ATM cards; answers questions regarding share accounts, share drafts; fees; plastics; IRA’s etc. Cross-sells credit union products and services.
• Processes accounts opened through the Online Account Opening channel. Follows up with members regarding opening of the account and collects additional information necessary.
• Completes new member follow up to ensure members are familiar with OHecu products and services. Cross-sells credit union products and services when appropriate.
• Monitors the Negative Share Report and transfers funds from member’s available funds when possible
• Resolves home banking issues, contacts the home banking service provider as necessary.
• Forwards loan applications, and/or other requested information to members and prospective members.
• Researches member inquiries and ensures proper follow-up/member satisfaction.
• Ensures confidentiality of all credit union member/employee related information.
• Supports branch and OHecu goals for growth and member service. Assists in educating and enhancing the financial well-being of the members.
• Demonstrates the communication skills, techniques, and behaviors that promote member satisfaction.
• Performs a variety of miscellaneous duties as assigned by branch management.

Experience:

• Minimum of two years experience in directly related role within a financial services environment. Demonstrated success in a call center customer service role within a financial services environment preferred.
• Excellent communication skills and a pleasant/professional phone presence.

The schedule for this position is Monday through Thursday 7:45am to 4:30pm and Friday 7:45am to 6:00pm (no weekends).

The Ohio Educational Credit Union has been serving its members with quality financial tools since 1933. Our goal is to assist in building our members' financial future through a full range of superior financial services, education and exceptional value.