A+ Federal Credit Union

Call Center Representative

• Answer all incoming calls within the established ring time goal
• Verify member identification using Security PINs or approved security questions
• Identify potential loss or fraud, including phone, check, and debit card scams
• Assist members with loan inquiries, payoff requests, rate information, payments, automatic transfers, and payment history
• Educate and advise members about accounts, rates, products, services, and error resolution
• Promote and maintain quality internal service with departments and branches
• Maintain knowledge of credit union products and services
• Inform members about promotions and new or updated products and services
• Open various account types using the online account opening system
• Answer questions about cleared items, direct deposits, and account transactions
• Process stop payments according to procedures
• Explain debit card holds and pending transaction requirements
• Troubleshoot online account issues and reset or unlock logins
• Prepare and submit wire transfer requests
• Send documents securely through DocuSign
• Review and create copies of cleared items using internal software
• Handle Member Rewards program adjustments
• Process funds availability and check holds within approved limits
• Handle debit card ordering, blocking, and travel notifications
• Make fee reversal decisions within approved limits
• Meet established sales referral and quality assurance goals
• Complete required Level I assignments and department projects
• Conduct monthly individual dialogs with the manager
• Participate in credit union-sponsored activities and community/education events

Call Center Representative, Spanish Bilingual Preferred

• Answer incoming calls within established ring-time goals
• Verify member identities using security PINs or approved security questions
• Identify potential loss or fraud, including phone, check, and debit-card scams
• Assist members with loan inquiries, payments, automatic transfers, payoff requests, rates, and payment history
• Advise members on accounts, rates, products, services, and error resolutions
• Maintain knowledge of credit union products and services
• Inform members about promotions and new or updated products and services
• Open accounts using the online account-opening system and offer relevant products and services
• Answer questions about cleared items, direct deposits, account transactions, funds availability, and check holds
• Process stop payments, debit-card requests, blocks, and travel notifications
• Troubleshoot online-account issues and reset or unlock member logins
• Prepare and submit wire-transfer requests
• Send requested documents securely through DocuSign
• Review and create copies of cleared items using internal software
• Handle Member Rewards program adjustments
• Make fee-reversal decisions within approved limits
• Meet established sales-referral and quality-assurance goals
• Complete Level I assignments and participate in department projects
• Conduct monthly individual dialogs with the manager
• Participate in credit-union-sponsored community and education events