MortgageBoard

Call Center Representative 1

AZ - Scottsdale
Pay Rate: $21 - $23 per hour

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Position Purpose and Objectives

The Call Center Representative 1 assists Members with a wide range of financial services, delivering exceptional service while navigating complex situations and high phone volumes. This role acts as a member advocate, proactively solving problems to ensure positive outcomes for Members and the organization.

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Essential Functions and Responsibilities

Core Service Standards

• Provide exceptional service using established Service Standards in every interaction.

• Maintain a positive, professional tone to assist callers accurately and efficiently.

• Manage multiple competing priorities and complete tasks on time using organizational tools.

• Actively participate in meeting department and Credit Union goals.

Member Service & Transactions

• Answer inbound calls for transactions including deposit holds, card issues, and digital banking inquiries.

• Verify and secure Member account information to protect the organization and the Member.

• Probe for details to understand account history and confirm the Member's perspective.

• Resolve service issues for upset or demanding Members while remaining calm and friendly.

• Identify needs and refer appropriate products and services to Members.

• Conduct account research to clarify complex situations or transaction failures.

• Balance daily to the core accounting system, Symitar.

Technical & Specialized Tasks

• Process loan payments (via transfer, ACH, or Debit Card), due date changes, and payment arrangements.

• Assist with Mobile Wallet, Card, and Zelle limit increases.

• Resolve account inquiries such as releasing holds and handling rejected items.

• Complete stop payments and process fraud/non-fraud dispute claims.

• Assist Members with wire requests and provide accurate wiring information.

Development and Compliance

• Demonstrate an ability to learn quickly and show assertiveness in personal development.

• Successfully complete all learning events, academies, and assigned training modules on schedule.
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• Maintain working knowledge of BSA, AML, OFAC, and other applicable laws/regulations.
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• Adhere to department standards for the Workforce Management Scheduling System.

• Maintain regular and predictable attendance and punctuality.

Qualifications and Skills

Education and Experience

• Education: High School diploma or equivalent.

• Experience: Minimum of two (2) years of customer service experience.

Required Skills

• Technical: Proficiency in Digital/Mobile Banking, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), and internet navigation.

• Communication: Strong verbal and written skills; ability to use correct English grammar and spelling.

• Mathematical: Ability to calculate figures such as discounts, interest, and percentages.

• Reasoning: Ability to solve practical problems in situations with limited standardization.

Physical Demands and Work Environment

• Setting: Clerical office setting; potential for remote work after exceeding performance standards.

• Physical: Regularly requires long periods of sitting, repetitive keyboard/mouse usage, and manual dexterity.
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• Lifting: Ability to lift and carry files up to 10 pounds.

Schedule: Must be available for all scheduled hours, including potential overtime or non-traditional hours.