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Education First Credit Union (EFCU) is a full-service not-for-profit financial institution. Our mission is to enhance our members financial position through education, quality service, and value-minded products. Education First Credit Union was founded in 1936 by a small group of Columbus City School teachers. Our members include school employees and students in the State of Ohio. Recently our membership has been expanded to include Franklin and surrounding Counties. Recognizing the social impact of education on our society, we will continue serving school employees and students within this vital community as our primary point of emphasis.

Were based in Columbus, with an additional branch office located in Reynoldsburg.

Our recruiting process:

• Position has been posted internally and externally.
• 20-minute conversation with HR
• 60-minute in person conversation with panel interview
• Job offer

EFCU is looking for a Part Time Call Center Representative (20 hours / week) for our Columbus Mound Street branch. Pay Range: $16.00-22.00 / hour.

The Call Center Representative is a results-driven call center position responsible for performing a broad variety of Member focused sales and service-related activities that helps enrich the financial lives of our members. This position requires the ability to deal effectively with Members and other EFCU employees for all inbound/outbound Member activity that results from Member calls, e-mail, and internet activity.

This position is an in-office position. Candidates for this position must be located in the Columbus area and have reliable transportation to the Columbus branch location.

Responsibilities:

Call Center Responsibilities:

• Assists Members with their telephone inquires, such as (not an all inclusive list)
  • Answer questions about products and services
  • Resolve problems that are within their authority to resolve
  • Answer online and bill payment questions
  • Answer IRA, Roth, and HSA questions to the level learned
  • Explains policies and procedures
  • Actively reviews Members account profiles and makes suggestions for products and services they may benefit from
  • Carry out special services for Members, such as ordering Debit/ATM and checks
• Support with answering questions thru multiple communication channels (such as: online inquires, Banno or other chat platforms)
• Handle Member requests, transactions, verifications, problems and questions by maintaining working knowledge of companys computer support software
• Actively refer Members to departments within the company for additional cross-sale of our products and services, ie: Share accounts, loan products, visas, investment options, etc.
• Open, answer, and distribute mail
• Answer call center voicemail
• Maintain Member account information such as: change of address, name changes, wire transfers, stop payments, disputes
• Escalate unresolved issues to Call Center Representative II, Call Center Manager, or Branch Manager
• Monitor call volume and be accountable for handling the bulk of inbound calls for the entire credit union

Other Responsibilities:

• Assist the lobby as needed by performing Member Service Representative (MSR) tasks
• Performs other job-related duties as assigned

Requirements

Minimum Qualifications:

Education & Experience:

• High School Diploma or GED required. Associates degree preferred.
• 1-2 year of relevant lending/operations call center experience preferred
• 1-3 years of previous experience working in a financial institution or bank required.
• Previous cash handling experience required.
• Knowledge of credit union loan products, services, policies and procedures.
• Understanding of related legal and regulatory standards.

Technical Skills:

• Excellent interpersonal and communication skills necessary for communication with members, teammates and various public relations.
• Ability to work under goal driven situations.
• Aptitude to operate computer related equipment, applications and accessories.
• Skill to deal with the occasional unpleasant, angry or discourteous person.
• Capacity to operate multiple computer web applications at the same time
• Working knowledge of multiple communication channels (such as: Microsoft Teams, Online Inquires, Banno or other chat platforms, etc.)
• Ability to work a flexible schedule
• Must be able to maintain confidentiality
• Strong listening skills
• Ability to service members by making them feel welcomed, engaged, and significant with every interaction

Dont meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At Education First Credit Union, we are dedicated to building a diverse, inclusive and authentic workplace, so if you are excited about this role, but your past experience doesnt align perfectly with every single qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

Other:

• Must be able to work an average of 20 hours per week.
• This position is an in-office role.
• Must have access to transportation in order to travel to and from the office and to trainings and offsite meetings.
• Requests for reasonable accommodation will be considered.
• This role does have occasional overtime and weekend work.
• This role may be required to provide coverage or training support at other EFCU locations. Company mileage policy would apply.

Benefits

EFCU offers a limited benefits package to part-time employees that reflects how much we value our employees. Benefits include:

• 401(k) plan with a 5% company match (if you work over 1,000 hours per year)
• A generous time off program
• Education assistance program
• Employee discount on certain credit union services and products

Education First Credit Union is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.