Teleservices Consultant
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Job Description
Teleservices Consultant serving Arizona Financial Credit Union members by phone. Handling banking inquiries, technical support, member referrals, and self-service guidance remotely.
Responsibilities:
- Deliver services and expertise to business and consumer members by phone
- Grow business and empower members toward self-service options
- Handle ACD queues including 100 Club, Card Inquiry, General Inquiries, Password Resets, Technical Support, Technical Support Internal, Business Services, and Spanish if applicable
- Maximize each member contact as an opportunity to create or expand a mutually beneficial relationship
- Offer products or services to assist members with their current financial needs
- Maintain current organizational knowledge of products, services, and specialty systems
- Use systems including NCR online banking/mobile banking admin console, CST bill pay, Visa DPS, Zelle, PowerOns, and Temenos
- Communicate process improvement opportunities and ways to increase call center efficiency
- Follow organizational security procedures and training while providing remote services
- Support relationship banking service strategy and brand guidelines
- Solve problems and remain calm during stressful interactions
- Complete notes and processes while in conversation with members
- Multitask and achieve schedule adherence requirements
- Perform other job-related duties as assigned
Requirements:
- High School diploma or general education degree (GED)
- One (1) year experience in a financial institution, call center or any related customer service field
- Knowledge of computers and software applications in Windows, Excel, and Word
- Ability to type 45 words per minute
- Ability to perform 10-key accurately
- Ability to read, write, speak, and use proper grammar in English
- Ability to read, interpret and analyze written instructions, correspondence, and procedure manuals
- Ability to speak effectively to members regarding sensitive inquiries or complaints
- Ability to present information to groups
- Ability to apply commonsense understanding when dealing with problems involving variables in standardized situations
- Ability to professionally communicate while presenting information to members and/or department staff
- Ability to communicate verbally both in person and on the telephone
- Ability to calculate rates, ratios, and percentages
- Process teller transactions and teller related functions
- Ability to travel independently to department and branch locations
- Employees who work from home must have business operational internet and a dedicated workspace
- Preferred: Twelve months with Arizona Financial
- Required licenses, training, and certifications: None
Benefits:
- Remote work arrangement
- Dedicated workspace for employees who work from home
- Business operational internet for work tasks
- Video call or chat messaging systems for communication
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions
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