Teleservices Consultant

Arizona Financial Credit Union is seeking a Teleservices Consultant responsible for delivering services and expertise to business and consumer members by phone. The role focuses on growing business and empowering members toward self-service options while maximizing member interactions and supporting relationship banking strategies.

Responsibilities

• Maximizes each new and existing member contact as an opportunity to create or expand a mutually beneficial relationship, including offering products or services to assist members in their current financial needs
• Obtains and maintains up to date organizational knowledge on products, services and the technical capacities needed for specialty systems including but not limited to NCR online banking/mobile banking admin console, CST bill pay, Visa DPS, Zelle, PowerOns and Temenos
• Communicates opportunities for process improvement and ways to increase efficiency within the call center
• Follows organizational security procedures and training to minimize organizational risk while providing remote services
• Supports relationship banking service strategy by demonstrating habits and behaviors consistent with brand guidelines and referrable experiences
• Must be an excellent problem solver and have the ability to keep a calm voice during stressful interactions
• Must complete notes/processes while in conversation with members
• Must be able to multitask
• Must achieve schedule adherence evaluation of the percentage of time serving members in accordance with the published schedule
• Performs other job-related duties as assigned

Skills

• High School diploma or general education degree (GED)
• Knowledge of computers and software applications in Windows, Excel, and Word
• Ability to type 45 words per minute
• Ability to perform 10-key accurately
• Ability to read, write, speak, and use proper grammar in English
• Ability to read, interpret and analyze written instructions, correspondence, and procedure manuals
• Ability to speak effectively to members regarding sensitive inquiries or complaints and ability to present information to groups
• Ability to apply commonsense understanding when dealing with problems involving variables in standardized situations
• Ability to professionally communicate while presenting information to members and/or department staff
• Ability to communicate verbally both in person and on the telephone
• Ability to calculate rates, ratios, and percentages
• Ability to speak effectively to members regarding sensitive inquiries or complaints
• Process teller transactions and teller related functions
• Twelve months with Arizona Financial
• One (1) year experience in a financial institution, call center or any related customer service field

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