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Description

_L_** **_aunch Your Career with Valley Credit Union_

Are you searching for more than just a job? Join our Call Center team in a high-impact role that supports our members and develops your knowledge and skills for future roles.

At Valley Credit Union, we offer a dynamic work environment where you can grow your career and enjoy excellent company benefits. Our strong culture, driven by our Cultural Beliefs, supports and empowers every team member. We believe it truly matters where you belong, and we invite you to be a part of our vibrant team. Join us and make a difference!

VISION STATEMENT

Building relationships with people in our communities.

MISSION STATEMENT

Uniting to achieve your dreams.

Position Summary

The Operations I position performs basic Operations functions. This position processes debit/credit card requests and inquiries and performs administrative functions and projects. Additionally, the Operations I position provides high quality service to our members on all inbound and outbound calls, resolves issues and offers our products and services to improve member’s financial lives. The Operations I position develops knowledge of all job duties within the Operations Department.

Requirements

ESSENTIAL DUTIES

+ Develop a basic knowledge of Valley’s products and services in order to determine member’s financial needs and suggest the appropriate solution. Maintain a basic knowledge of each departments’ function in order to answer member questions or determine the department with the expertise to assist the member.

+ Route calls carefully and when necessary, explain to the caller where, why and to whom you are transferring the call.

+ Respond to all telephone messages/emails within the same business day. Answer the phone within three rings. Follow through on commitments and obligations with members.

+ Process member transactions with minimal errors.

+ Provide high quality and friendly service on the telephone and treat members in a courteous and respectful manner at all times. Strive to resolve any issues or complaints in order to maintain ongoing relationship with members. Consult with a higher Operations staff to effectively resolve member’s concerns.

+ Process requests for new or replacement debit cards. Process debit card disputes and monitor outstanding dispute requests against timeline requirements for provisional credit and completion of the investigation.

+ Review various fraud prevention reports to monitor unconventional member account behavior for debit and credit cards and take appropriate action to control potential losses to both the member and the Credit Union.

+ Process account verification as outlined or requested on a daily basis.

+ Professionally and accurately respond to member calls regarding debit and credit card questions, balance inquiries, travel notices, resolution of issues, etc.

+ Resolve problems to the member’s satisfaction, including making the determination as to when it is necessary to involve the manager or other resources.

+ Cross train and back up ACH and card services processes and procedures, as needed.

+ Process any department duties in a timely manner.

+ Perform any additional duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

+ Ability to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.

+ Knowledge of word processing, spreadsheet, email software and use of the Internet. Must be proficient in Microsoft Office programs including Word and Excel.

+ Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

+ Ability to demonstrate high levels of accuracy and attention to detail.

+ Good listening skills and problem-solving skills required.

+ Ability to read and carry out various written instructions and follow oral instructions. Speak clearly and deliver information in a logical and understandable sequence.

+ Ability to deal calmly and professionally with diverse personalities and cultures at various levels within and outside of the organization.

+ High level of professional communication skills over the telephone, in person through email, and instant message.

+ Ability to communicate with others inside and/or outside the organization, generally regarding routine matters for the purpose of giving and obtaining information, as well as advising or referring.

+ Ability to establish priorities, set goals and meet deadlines in an accurate and efficient manner. Ability to effectively handle multiple, simultaneous, and changing priorities.

+ Ability to exercise courtesy, tact, and diplomacy. Ability to demonstrate highest levels of customer service and discretion when dealing with the public.

+ Ability to exercise the highest level of discretion (internally and externally) with confidential matters.

Summary

RESPONSIBILITIES & EXPECTATIONS

Demonstrate and consistently follow Valley's Cultural Beliefs:

+ Own It – accountable for work / achieving goals

+ Know It – knowledgeable of products and services to help members

+ Find a Way to Say YES – focus on what we can do

+ Come Together – work well with others / share knowledge

+ Community Servers – positive ambassador

+ Relationship Matters – develop and maintain positive relationships.

Know and understand the mission and vision of the Credit Union. Strictly adhere to the Credit Union's policy of confidentiality, security, professional conduct, and dress.

Maintain a professional image when working with members and coworkers.

Maintain current knowledge of all rules and regulations and perform at all times in compliance with laws and regulations relating to the position and Credit Union.

Develop a thorough knowledge of Valley’s products and services in order to explain and promote them to members and nonmembers based on their needs.

Maintain absolute integrity and high sense of ethical behavior, both on and off the job.

Serve as a representative of the Credit Union by participating in community and civic functions and professional organizations.

SERVICE STANDARDS

Create a positive and personal experience at each touch point.

+ Greet all members with a genuine smile.

+ Provide my member with fast and efficient service.

+ Be professional in all aspects of my service.

+ Ask my member what else I can do for them.

+ Stand up to greet my member and walk them into my office if applicable.

+ Shake my members hand, when appropriate.

+ Thank my member by name and walk them to the door, when appropriate.

Be knowledgeable so that I may provide solutions for members that exceed their expectations.

+ Learn our product and services so that I can educate our members.

+ Listen to the member and suggest products that would most benefit them.

Be a positive co-worker.

+ Help my co-workers whenever I can.

+ Be positive and provide encouragement.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITIES

This position does not have any supervisory responsibilities.

EDUCATION and/or EXPERIENCE

High school diploma or general education diploma (GED); and a minimum of six months related teller and/or financial experience.

Previous financial experience preferred.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit and/or stand; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Able to routinely perform work on computer for an average of 6-8 hours per day, as necessary.