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
Company Overview
Arizona Financial Credit Union is a not-for-profit financial cooperative that provides consumer and small-business banking services. It was founded in 1936, and is headquartered in Phoenix, Arizona, USA, with a workforce of 501-1000 employees. Its website is https://www.arizonafinancial.org.