MSC Service Representative II - Part Time

Job Details: Job Location: 500 Building - Jacksonville, FL, Salary Range: Undisclosed, Do you want to be part of a dynamic institution that is one of the fastest growing credit unions in the country? Become a part of the First Florida Credit Union team where our employees create a culture that enables our organization to be among one of the 100 Best Companies to Work For in Florida as designated by Florida Trend magazine for over a decade. Our employees are the critical element in fulfilling the First Florida Credit Union mission of being a thriving credit union creating value for members by deepening relationships with current members and engaging with potential members.

Also, First Florida Credit Union recognizes the importance of benefits that provide financial security for our employees and their families and is committed to providing a competitive benefits package to eligible employees.

Essential Functions & Responsibilities:
Assist members and potential members with their telephone requests; answer questions about products and services and resolve problems that are within their authority to resolve; refer problems that are beyond their authority to their supervisor, along with their recommendations.

Identify cross-sell opportunities and offer products and services to members.

Maintain member account information on computer system and make sure that appropriate records are maintained and required reports are prepared.

Assist and support other departments as needed.

Responsible for compliance with Credit Union policies including the Bank Secrecy Act and Customer Identification Program.

Perform other related duties as assigned.

Performance Measurements:

 Adhere to the credit Union Service Standards in all interactions both internal and external as well as employing CML (Creating Member Loyalty) skills.
 Provide accurate, courteous, friendly, timely, and professional phone service to all members and potential members. Answer phone and   respond to correspondence within established time frame.
Process member transactions with minimal errors.
Maintain call control and offer first call resolution on every call.
Instruct and communicate information in a clear and concise manner.
Work with other areas to ensure resolution of escalated issues.
Maintain a good working knowledge of interdepartmental functions.
Ability to service difficult and irate members with minimal escalation.
Maintain thorough knowledge of products and services and successfully recommend new products or services to members.
Maintain a working knowledge of the Credit Union's established policies and procedures.
Maintain a dependable record of attendance and timeliness.
Maintain a professional appearance and demeanor.

Qualifications: Knowledge and Skills:
Experience                                           One year to three years of similar or related experience.
Education                                              A high school education or GED.
Interpersonal Skills                               Work involves much personal contact with others inside and/or outside the organization for
                                                             the purpose of first-level conflict resolution, building relationships, and soliciting
                                                             cooperation. Discussions involve a higher degree of confidentiality and discretion,
                                                             requiring diplomacy and tact in communication.
Other Skills                                          Excellent listening and phone skills; able to operate a computer keyboard; able to make
                                                            decisions with minimum information. Must have good written and verbal communication and organization skills.
Physical
Requirements                                      This is sedentary work which requires the following physical activities: bending, stooping,
                                                            kneeling, crouching, sitting, walking, finger dexterity, feeling, repetitive motions, talking,
                                                            hearing and visual acuity. Specific vision abilities required for this job include close vision,
                                                            distance vision, color vision, peripheral vision, depth perception, and the ability to adjust
                                                            focus. As required or requested, may exert up to 25 pounds of force occasionally and/or a
                                                            negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.
Work Environment                              Generally inside work with occasional exposure to weather conditions.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.