Call Center Representative Tier 2

Teachers Federal Credit Union Hauppauge, NY
Position: H6 Call Center Representative Tier 2

Reports To: Call Center Supervisor - Credit

Closing Date(Internal Only): 5/24/18


A high school education or GED.

Associate's degree preferred. Minimum of 1 year banking or related call center experience preferred. Microsoft Excel and Word proficiency required. Strong oral/written communication, interpersonal, problem-solving, multitasking, mathematical, computer and internet skills and excellent telephone etiquette required. Familiarity with TFCU products/services, credit reports and scoring, applicable laws/regulations, policies, practices, protocols, systems and programs. Nationwide Mortgage Licensing System and Registry required.

ESSENTIAL DUTIES include the following. Other duties may be assigned as needed.

Receives telephone calls from member/potential members, verifies their identity/ signature and, as appropriate, completes loan applications and mortgage application questionnaires, and provides requested information on the status of loans. Escalates calls as required.

Cross sells by advising all callers of other TFCU products and services that they can take advantage of, completing applications as needed, and transferring PFP calls.

Contacts members whose debit card may have been subject to fraud and informs them of actions that can be taken. Accesses appropriate system, initiates and notates member requested action.

Adjusts/notates accounts, opens/closes debit cards, stops payments on checks, transfers funds between accounts to offset negative balances, calculates final payments and prepares/distributes payoff letters based on established guidelines. Ensures completed forms/letters are checked and as requested, checks forms prepared by other Representatives.

Ensures that members' requests are appropriately addressed by researching consumer and mortgage loan problems, and providing information on products/services, existing accounts, loans, rates, closing costs, application processes, etc. Documents and notates actions taken.

Participates, as assigned, in WebChat and email activities to respond to questions and provide information on services, rates, application processes, etc.

Follows up with members who are interested in loans/credit cards and initiates applications.

Keeps the Supervisor informed of all activities, problems and issues.

Contacts branch, Collections, Mortgage, Loan Disbursement and Loan Records department staff as needed to provide information on transactions.

Inputs all required consumer loan and other transaction information into the appropriate Call Center system/database/log in a timely and accurate manner.

Maintains awareness of and complies with all TFCU and Department policies, processes procedures and applicable laws/regulations.

Handles overflow Retail calls as assigned.