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Service Center Coordinator

June 7, 2024

Casco FCU is hiring a Service Center Coordinator at its Gorham call center location.

Role:

The Service Center Coordinator role will work within a fast-paced environment to deliver an exceptional level of member service via phone calls, emails, and online messaging out of our local call center in Gorham, ME.

Essential Functions & Responsibilities:

  • Answer all incoming calls in a timely manner and satisfy the caller’s needs.
  • Ability to operate in a fast-paced work environment while multi-tasking.
  • Contribute to the overall sales growth of the credit union.
  • Provide prompt, efficient, and accurate service to members and staff.
  • Support staff with service requests received in-branch.
  • Assist members with all debit and credit card issues; including ordering cards and reported fraud.
  • Process online membership applications.
  • Ability to authorize and apply loan payments by phone.
  • Internal audit of new account packets and loan reviews.
  • Refer products and services that will benefit members’ overall financial well-being. Eligible for incentives based on new accounts, loans, and credit card referrals.
  • Perform additional duties as requested.

Requirements:

  • Excellent verbal and written communication skills.
  • Knowledgeable of the features, advantages, and benefits of our products and services.
  • Able to listen to member concerns and offer products/services that will benefit their situation.
  • Answer questions about products and services and resolve problems that are within your authority.
  • Refer members to the appropriate staff for more advanced problem resolution.
  • Creative at turning a problem into an opportunity to strengthen the member’s relationship, using effective de-escalation techniques when necessary.
  • Must have knowledge of the credit union’s policies, products and procedures relating to responsibilities of the position.
  • Able to multitask and work with a variety of systems.
  • Flexible availability between the hours of 7:00am -5:00pm, Monday-Friday.

Performance Measurements:

  • Ensure all activity complies with applicable policies and regulations.
  • Be depended upon to perform all duties as scheduled, accurately, and efficiently.
  • Foster and maintain effective teamwork within the department and other departments.
  • Maintain a dependable record of attendance and timeliness.

Knowledge and Skills:

Experience: Six months or more of similar or related experience.

Interpersonal Skills: Confidence, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization. Must have good communication skills.

This job description is not a complete statement of all duties and responsibilities comprising the position.