Suncoast Credit Union
Members Contact Center
May 2015 — Present
Makes and receives phone calls and responds to members’ and prospective members’ requests in a courteous, professional, and timely manner, providing prompt, accurate, and efficient service, with utmost concern for confidentiality, security, and privacy of member data.
Determines membership eligibility by interviewing prospective members.
Processes members’ financial transactions including, but not limited to, deposits, withdrawals, posting loan payments, transfers between accounts, and stop payments.
Researches and resolves member issues and problems. Performs file maintenance, account changes and reconciliation, and error resolution as needed.
Recognizes referral opportunities and cross sells products and services pertaining to specific lending requests as well as other opportunities that may be available to the member, meeting Credit Union ancillary product cross selling goals
Follows proper procedures and policies including service level requirements, and monetary transaction authority limits.
Maintains an awareness of calls waiting, prioritize duties accordingly, and consistently work toward meeting the required phone time and other requirements as set by MCC management.
Attends job-specific training classes as requested by manager. This includes, but is not limited to, completing annual BSA/AML Compliance Training and understanding employee’s role in maintaining an effective BSA/AML compliance program, and completing FACT Act Red Flag training.