Telephone Operator

Purpose of the Job:

To convert inquiries into opportunities for the benefit of the AffinityPlus Credit Union (AffinityPlus) by advising and facilitating members and internal and external customers, in accessing the various products and services being offered; coordinating information; resolving complaints or concerns and adequately supporting the organization by appropriately dispatching calls and assisting with general related tasks.

Essential Job Results:

1.       Operates the Credit Union’s telephone operator service, through the PBX system, to assist internal and external customers by answering and taking ownership of incoming calls; routing incoming calls to the appropriate department or individual, if requested or necessary; receiving and distributing communications through phone, voicemail and email systems; placing out-going calls; making appointments and maintaining the office schedule; booking and coordinating appointments as required; ensuring that information provided to callers/called party is precise and within the boundaries set by company protocols.

2.      Influences members to register, access and retain products or services by following an approved script to give product or service reference information; upselling products and services.

3.     Engages customers and builds sustainable relationships by identifying customers’ needs, clarifying information, researching issues and providing solutions; following up customer calls where necessary.

4.     Maintains database related to the Operations department and the Credit Union by entering, verifying, and backing-up data; completing call logs and reports; maintaining the switchboard directory.

5.     Supports the department and the organization on a whole by performing clerical tasks; maintaining manual and electronic filing system inclusive of corporate documents; coordinating the movement and re-filing of documents; collecting and mailing correspondence, copying and scanning information; creating and updating records ensuring accuracy and validity of information.

6.     Keeps equipment operational by following manufacturer’s instructions and established procedures; notifying your supervisor of needed repairs or maintenance.

7.      Maintains operations by following policies and procedures; reporting or recommending needed changes.

8.     Enhances the organization’s function by accepting ownership for service quality; accomplishing internal and external client requests; reporting the status of daily assignments by the close of business; recognizing, documenting, and alerting your supervisor of trends in customer calls; exploring opportunities to add value to the job function.

9.     Contributes to the Organization’s Effectiveness by offering information and opinions through employee participation programmes; seeking to align the Credit Union’s business objectives with personal and professional objectives.

10.  Maintains Professional and Technical Knowledge and Business-like Aptitude by pursuing personal development of skills and knowledge necessary for the effective performance of the role; attaining a general knowledge of the various functions and procedures for all departments of the Credit Union; maintaining a comprehensive knowledge of the Credit Union’s products, services and policies ensuring information is accurately disseminated to the staff and membership.

11.    Contributes to AffinityPlus’ Team Effort by actively participating in service quality initiatives; maintaining effective working relationships with key stakeholders; adhering to health and safety policy, practices and procedure; attending all Annual General Meetings of the Credit Union; accomplishing job related results and performing any other related duties as may be reasonably assigned.

12.   Maintains regular attendance, consistent punctuality and professional personal appearance.

Note: Tasks/actions to achieve targets or desired outcomes are not limited to those stated.

Qualifications and Experience:

·        Satisfactory completion of Secondary School education with CXCs in English, Mathematics, and related business subject(s) and/or a recognized Secretarial/Administrative Certification.

·        Experiential knowledge in the laws, regulations, and best practices related to the Credit Union and/or financial industry will be an asset.

·        Formal training in Administrative Management will be an asset.

·        Working knowledge of regulations for general banking and/or credit union operations is highly preferred.

·        Working knowledge of all relevant computer software and other technologies.

Core Competencies:

·        Demonstrated ability to grasp concepts and/or be a quick learner.

·        Ability to understand and follow directions.

·        Ability to maintain accurate records.

·        Demonstrates commitment to delivering excellent customer service.

·        Demonstrated ability to establish and maintain effective professional relationships with colleagues, members, and other stakeholders.

·        Proven track record of being able to work unsupervised.

·        Ability to work with others to obtain desired results.

·        Ability to adhere to AffinityPlus’ General Terms and Conditions of Service and Core Values.

Key Skills Required:

·        Effective verbal and written communication skills.

·        Effective coordination, organizational and prioritization skills.

·        Strong commitment to delivering outstanding results.

·        Effective time management skills.

·        Proficient in Microsoft Word.

Personal Characteristics:

·        Demonstration of integrity, reliability, responsiveness, punctuality, commitment, and drive.

·        Demonstrates traits of professionalism, cheerfulness, positive demeanour, conscientiousness, and an aptitude for businesslike procedures to accomplish results.

·        A history of displaying the attributes of a team player.

·        A disposition for developing effective interpersonal relationships.

·        Being results-oriented and service-oriented.

External Contacts:

·        The Board of Directors

·        Members of Select Committees

·        Contractors/Consultants

·        Vendors/Suppliers & Service Providers

·        AffinityPlus’ Members

·        General Public

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