Operations Outbound Call Specialist I, II, Senior

ID
2021-2870
Company
Alaska USA Federal Credit Union
Type
Full Time
Location
C Street Administration
City
Anchorage
Minimum Salary Grade
Category 15 Alaska: $34,526 depending on experience
Work Hours
Original work hours: Tuesday - Saturday: 8:00 am - 6:30 pm Current work hours: Monday - Friday: 8:00 am - 5:00pm
Regular Schedule is five 8 hour days
Yes
Addition Shift Differential
None

Overview

Reports to: Operations Outbound Call Officer

 

Primary Functions: Initiate outbound telephone contact with members in order to provide excellent member service in support of products and services such as online account opening.

 

Duties and Responsibilities:

  1. Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.
  2. Maintain a thorough knowledge of credit union services, sales culture, pricing, policies, procedures, training materials and general operations practices.
  3. Establish new account relationships within credit union operational guidelines.
  4. In compliance with credit union marketing image and service delivery goals, answer inquiries and provide information on all types of accounts and other credit union services.
  5. Identify and offer products and services that would be beneficial to the member.
  6. Provide production support to departments within the Operations group as time permits.
  7. Provide guidance and resources to members that lead to a positive member experience.
  8. Provide regular feedback to management on all aspects of the online account opening process which may include, but are not limited to, member comments, trends and suggestions.
  9. Perform other duties as assigned.

Qualifications

Education: High school graduate or equivalent.

 

Creditable Experience in Lieu of Education: Not applicable

 

Experience/Skills: A minimum of six months with Alaska USA or CUSO required, preferably in a member contact or telephone position. Must have a pleasant telephone voice with excellent verbal and written communication skills. Ability to perform multiple functions simultaneously. General account knowledge. Must be able to directly communicate with members in a compassionate and professional manner.

 

Tenure: Operations Outbound Call Specialist II, category 14, requires six months tenure in the Operations Outbound Call Specialist I, category 15, position with performance that meets or exceeds expectations. Senior Operations Outbound Call Specialist, category 13, requires twelve months tenure in the Operations Outbound Call Specialist II, category 14, position with performance that meets or exceeds expectations. Directly related work experience and/or accelerated training may be substituted for tenure.

 

Equal Opportunity Employer

 

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