Inbound Call Center Representative

Alliant Credit Union is looking for an outgoing individual to serve as the face of our institution to work in a hybrid capacity. The Member Service Representative will provide consultative service and support to credit union members via telephone. They will resolve member issues, evaluate and identify the member’s financial needs with compassion and care. Additionally, they will build relationships with members in order to excellent service and member satisfaction, and targeted referrals to internal business partners that result in deeper relationships. The representative will educate members on credit union products, policies and regulatory compliance as well as provide members with assistance on account maintenance.

Responsibilities

• Handle member inquires of moderate to advanced complexity with a goal of first call resolution and limited escalation by leveraging departmental tools and taking call types such as online banking, loan inquiries, stop payments, debit card issues, credit card inquiries, ACH transactions
• Process financial transactions on member’s accounts in an efficient and effective manner
• Review, qualify, open and close deposit accounts and ATM/debit cards and submits disputes
• Process credit card payments, transfers, fees, and all related tasks
• Decision fee-refunds within defined relationship parameters
• Act as a member advocate and handle difficult conversations with professionalism and courtesy
• Resolve member’s concerns while ensuring regulatory compliance
• Training is in person for the first two months and will move to hybrid (1 day) in office at our headquarters (by OHare airport)

Education

• Minimum: High School or Equivalent
• Preferred: 4 year / Bachelors Degree in Business, Finance, or Related

 
Years of Experience

• For Level 1 :

  • Minimum: 1 Year of Experience in Banking, Retail, Customer Service or Related
  • Preferred: 1 Year of Experience in a Call Center within a Financial Services Environment

• For Level 2:

  • Minimum: 2 Years of Experience in Banking, Retail, Customer Service or Related
  • Preferred: 3 Years of Experience in a Call Center within a Financial Services Environment

• For Level 3:

  • Minimum: 4 Years of Experience in Banking, Retail, Customer Service or Related
  • Preferred: 5 Years of Experience in a Call Center within a Financial Services Environment

Compensation & Benefits:

Typical hiring range:‏‏‎ ‎$22.00 Hourly. Actual compensation will be determined using factors such as experience, skills & knowledge. 

Additional Compensation: Monthly Incentive Plan

‎Benefits: Alliant provides a benefits package including health care, vision, dental, and 401k with employer match.

Additional Benefits:

• Work from home up to 3 days a week
• Paid parental leave
• Employee discount programs
• Time off including paid personal and sick days
• 11 paid holidays 
• Education reimbursement

*Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full-time, regular part-time, or temporary employment.

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.

The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.