Teachers Federal Credit Union
  • 10-Jan-2019 to 10-Feb-2019 (EST)
  • Call Center
  • Hauppauge, NY, USA
  • Hourly
  • Full Time

Position: H5 Call Center Representative Tier 1

Reports To: Call Center Supervisor - Retail



Effective oral/written communication, interpersonal, problem-solving, multitasking, mathematical, computer and internet skills and excellent telephone etiquette required. Knowledge of TFCU Retail products/services, applicable laws, regulations, policies, practices, protocols, systems and programs preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned as needed.

Receives telephone calls from member/potential members, verifies their identity/ signature, and, as appropriate, provides requested information on existing accounts, and completes applications for new ones. Escalates calls as required.

Cross sells by advising all callers of other TFCU products and services that they can take advantage of, completing applications as needed, and transferring PFP calls.

Updates member account information, processes check orders, and reverses fees according to established guideline. Completes Stop Payment request forms, ensures they are checked by other Call Center staff and forwards them to the Supervisor for scanning.

Ensures that members' issues/problems are appropriately addressed by researching, and providing information on existing account balances, payments and due dates, cleared checks, rates, application processes, etc., and documents all actions takes.

Contacts Branch staff to place orders for member debit cards that were stolen/lost and to obtain/provide information on transactions.

Advises the Supervisor of the need to restrict/unrestrict accounts, cancel debit cards, generate new PIN numbers, unlock accounts, and/or reset user passwords.

Transfers funds between member TFCU accounts to offset negative balances.

Forwards forms/letters that are completed to another Representative or a Supervisors to be checked and, as requested, checks forms prepared by other Representatives.

Inputs all required information/notations on transactions into the appropriate Call Center system/database/log in a timely and accurate manner.

Keeps the Supervisor informed of all activities, problems and issues.

Maintains awareness of and complies with all TFCU and Department policies, processes procedures and applicable laws/regulations.
Participates, as assigned, in WebChat and email activities to respond to questions and provide information on services, rates, application processes, etc.

Provides assistance/training to less experienced Representatives as directed.

Opens and distributes department mail, and prepares outbound mail/letters for pickup as assigned.

Teachers Federal Credit Union
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