Job Description
Join Red Rocks Credit Union and enjoy an awesome culture and an overall great place to work. As a Red Rocker, you can expect a rich wellness benefits package that aligns with our core values. This includes:
A career at Red Rocks CU is an opportunity for immediate impact and embarking on a path to enriching livesTM, including your own and those in our community. Our culture is fueled by our Core Values; Relentless Care for Others, Doing the Right Thing and Doing It Well, and Engaged Collaboration. We're committed to helping you uncover your purpose and empowering you to turn dreams into realities for our members, Red Rockers, and the community. At Red Rocks CU, we extend beyond traditional banking to assist our members in seizing opportunities and building a brighter financial future that spans a lifetime.
Essential Functions:
Member Phone Calls
• Provide excellent member service by processing transactions effectively.
• Accurately identify and validate members through remote channels.
• Open deposit accounts for existing members as needed.
• Drive deposits of new money through financial advocacy for members.
• Provide account balance information and transfers.
• Provide correct forms or follow up information to members.
• Handle escalated complaints and disputes per established policies and procedures.
• Keep hold times, wait times, abandoned calls and handling times to a minimum.
• Be available to take phone calls in the member service call queue during working hours.
• Support outgoing service call projects as required.Support outgoing service call projects as required.
• Listen actively to members and provide appropriate answers and/or solutions.
• Uphold high levels of written and verbal communication.
• Be "one point of contact" for members with questions or specific credit union needs when possible.
• Meets established service level expectations for incoming calls, member callbacks, and other member requests.
• Protects member information, following all applicable policies, procedures, rules, and regulations, and ensures safety and soundness within role.
• Works with excellence with internal levels of service and cooperation to meet member needs.
• Uphold RRCU service standards.
Remote Channels
• Assist members through remote channels, upholding established service level expectations.
• Process interdepartmental requests for account closures, check orders, and other tasks as assigned.
• Process member outgoing wire transfer requests while following all established policies and procedures.
Teamwork
• Assist with internal chat questions from team and interdepartmental requests.
• Assist Support Services manager with new hire training and department cross training.
• Assist with monitoring task queues for appropriate service level expectations.
Desired Performance Competencies
Experience:
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