Operations Representative

ESSENTIAL DUTIES

• Develop a basic knowledge of Valley’s products and services in order to determine member’s financial needs and suggest the appropriate solution. Maintain a basic knowledge of each departments’ function in order to answer member questions or determine the department with the expertise to assist the member.
• Route calls carefully and when necessary, explain to the caller where, why and to whom you are transferring the call.
• Respond to all telephone messages/emails within the same business day. Answer the phone within three rings. Follow through on commitments and obligations with members.
• Process member transactions with minimal errors.
• Provide high quality and friendly service on the telephone and treat members in a courteous and respectful manner at all times. Strive to resolve any issues or complaints in order to maintain ongoing relationship with members. Consult with a higher Operations staff to effectively resolve member’s concerns.
• Process requests for new or replacement debit cards.  Process debit card disputes and monitor outstanding dispute requests against timeline requirements for provisional credit and completion of the investigation.
• Review various fraud prevention reports to monitor unconventional member account behavior for debit and credit cards and take appropriate action to control potential losses to both the member and the Credit Union.
• Process account verification as outlined or requested on a daily basis.
• Professionally and accurately respond to member calls regarding debit and credit card questions, balance inquiries, travel notices, resolution of issues, etc.
• Resolve problems to the member’s satisfaction, including making the determination as to when it is necessary to involve the manager or other resources.
• Cross train and back up ACH and card services processes and procedures, as needed.
• Process any department duties in a timely manner.
• Perform any additional duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

• Ability to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. 
• Knowledge of word processing, spreadsheet, email software and use of the Internet.  Must be proficient in Microsoft Office programs including Word and Excel.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to demonstrate high levels of accuracy and attention to detail.
• Good listening skills and problem-solving skills required.
• Ability to read and carry out various written instructions and follow oral instructions.  Speak clearly and deliver information in a logical and understandable sequence.
• Ability to deal calmly and professionally with diverse personalities and cultures at various levels within and outside of the organization.
• High level of professional communication skills over the telephone, in person through email, and instant message. 
• Ability to communicate with others inside and/or outside the organization, generally regarding routine matters for the purpose of giving and obtaining information, as well as advising or referring.
• Ability to establish priorities, set goals and meet deadlines in an accurate and efficient manner.  Ability to effectively handle multiple, simultaneous, and changing priorities. 
• Ability to exercise courtesy, tact, and diplomacy.  Ability to demonstrate highest levels of customer service and discretion when dealing with the public.
• Ability to exercise the highest level of discretion (internally and externally) with confidential matters.