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Call Center Agent

Shift Type: Full Time (40)
Location: Admin. Office
Description: The position of Information Specialist is established to provide prompt, professional and accurate information as well as to cross-sell credit union products and services to existing members to meet their needs and increase member satisfaction via the telephone. Actively participates in the promotion of credit union products and services to existing and potential members. Maintain quality service standards set by the organization.
Essential Duties & Responsibilities:
  • Promptly answer all incoming calls in a polite manner; determine nature of caller’s business and personally assist the caller.
  • Assist members in conducting routine transactions by telephone utilizing the Symitar computer system.
  • Determine membership eligibility, quotes savings rates and open new accounts by telephone and mail. Follow up on incomplete documentation to clarify and resolve any outstanding items.
  • Assist members with problems and or questions requiring research and resolution.
  • Perform file maintenance and follow up procedures to include online data changes.
  • Cross-sell products and services to members, and track in accordance with credit union rules and procedures.
  • Prepare member correspondence, subject to Supervisor approval.
  • Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.
Other Duties & Responsibilities:
  • May assist members with general questions regarding online products and services.
  • Follow established policies and procedures related to workplace safety.
  • Perform other duties as assigned.
Minimum Requirements:
  • High School diploma or equivalent.
  • Minumim of 6 months call center experience required.
  • Strong human relations and communication skills with the ability to communicate clearly and effectively with all groups of people.
  • Telephone customer service experience preferred.
  • Professional appearance and demeanor.
  • PC Literate.
  • Bilingual/Spanish a plus 
Physical Demands & Work Environment: While performing the duties of this position, the employee is regularly required to talk and hear; to reach with hands and arms, use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to walk, stoop, kneel, crouch or crawl. Intermittent keyboarding comprises 75% or more of assigned work. The noise level in the work environment is usually moderate.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Special Instructions: Position requires some Saturdays.

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6545 Sequence Drive • San Diego, CA 92121

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San Diego County Credit Union® was founded on the principle that people come first and profits second. This forward-thinking approach in the banking industry has propelled SDCCU® to become San Diego’s BEST Credit Union and largest locally-owned financial institution. SDCCU provides breakthrough banking products that meet the demands of today’s lifestyle and delivers banking services that save customers money. SDCCU serves customers nationwide with 30,000 surcharge-FREE CO-OP ATMs and 43 branch locations in San Diego, Riverside and Orange counties. Open an account today.

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