Updated May 17
Position Description
Billings Federal Credit Union
Position: Account Services Representative
Department: Operations
FLSA Status: Full time, Non-exempt
Reports to: Operations Manager
Summary:
Provide courteous, professional and knowledgeable first point-of-contact experiences for potential and existing members. Assist or provide direction as members come to or call Billings Federal Credit Union.
Duties:
§ Answer phone lines: Assist with member transactions, questions, problem resolution or transfer calls to appropriate staff
§ Schedule appointments for Sales Team
§ Front Desk duties including greet visitors, manage lobby traffic, direct visitors to appropriate departments and notify employee(s) when member/visitor is waiting for assistance
§ Provide information regarding credit union services and cross-sell services when appropriate
§ Open and distribute incoming mail with dual control
§ Attempt to locate current addresses. Change addresses per members’ requests
§ Maintain member records including contact information, mail codes, diary memos, and scrolling messages
§ Review public records for deceased member notifications. Process according to procedure
§ Complete Verification of Deposit requests submitted by various agencies
§ Place orders for checks as submitted by members
§ Process and route faxes to appropriate personnel
§ Send birthday cards to youth membership
§ Assist members with online banking registration, password resets, bill pay research and other general usage questions
§ Assist users with Shared Branching registration and ATM transactions
§ Process stop payments
§ Collect appropriate documentation for electronic transaction disputes
§ Issue instant issue plastics, pin and re-pin plastics, maintain applicable logs
§ Process Suite Rewards Debit Card orders
§ Close member accounts within parameters defined by procedures
§ Perform routine member transactions
§ Provide assistance to other departments as workload allows
These duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.
Training and experience:
§ High school diploma or the equivalent
§ Experience in a position involving extensive public contact
§ Experience in answering multi-lined telephone system
§ Training and/or experience in basic computer skills (Preferable but not necessary: MS Word, Excel, and Outlook)
Desirable Knowledge and Abilities:
§ Knowledge of computer operations
§ Excellent telephone manners, skills, and techniques
§ Excellent oral and written communication skills
§ Excellent organizational skills
§ Capable of changing functions quickly and frequently
§ Excellent skills in time management and prioritizing workload for maximum efficiency
Special Factors and Physical Demands:
§ Requires absolute accuracy within time limitations
§ Requires working with frequent interruptions
§ Ability to lift and/or carry up to 35 pounds
§ Stooping; kneeling; crouching; and reaching below, at, and over shoulder level required
§ Sitting –80%; standing and walking - 20%
§ Hearing, visual and verbal ability required