Call Center MSR, Gurnee

SUMMARY: Responsible for providing information and customer service concerning the credit union and its products and services to credit union members, ensuring the highest quality of member service. ESSENTIAL FUNCTIONS: Serves membership by providing service and information in a pleasant, professional, and efficient manner via telephone, and written / digital correspondence. Answers incoming calls in accordance to our service accountability standards. Responds to member inquiries in a timely manner. Researches and resolve routine member questions, problems, and complaints concerning credit union accounts. Assists in opening new memberships, add-on accounts, and visa credit cards. Follows verification and identification procedures to assist in preventing / mitigating fraud. Recognizes opportunities and cross-sell credit union products and services. Consistently meets or exceeds established monthly sales targets; participates in internal sales campaigns. Processes a wide range of teller transactions and client account maintenance requests with accuracy. Assists with Online Banking and E-Services trouble shooting / general inquiries. Works hand in hand with the fiduciary representative, assisting with Trust / POA / HSA / IRA / Estate Accounts. Maintains knowledge of credit union products, services, policies and procedures. Other duties as may be assigned SECONDARY FUNCTIONS: Provides coverage on the ITM as needed, this includes participating in a regular Saturday rotation (approx. once every six weeks). QUALIFICATIONS: Education Required: High School Diploma or equivalent (GED) Education Preferred: Associate’s degree in Business Administration or related field Experience Required: One (1) year of customer service or retail sales experience Experience Preferred: Two (2) years of customer service or retail sales experience in a call center The base pay for this position is $18.32 to $30.54 per hour. This position is eligible for a sales incentive/goal program. In specific locations, the pay range may vary from the range posted. Click here to learn more about ALEC and our benefits.