Contact Center Representative

Responsible for providing superior, professional and accurate assistance to members and potential members primarily by phone. Provide general account information and respond to members’ issues regarding products and services. Offer solutions and suggestions that will best suit member needs. Handle member complaints and helps solve member issues. Maintain working knowledge of credit union products and services. Support and heavily promote a sales and service culture.

ESSENTIAL FUNCTIONS

1. Provide information to members regarding credit union products and services via phone, determine nature of business, handle request(s), or refer to appropriate department.
2. Represent the credit union to members in a courteous, professional manner.
3. Provide assistance by phone with member transactions and resolve account issues accurately and efficiently. Ensure service provided is prompt, and professional.
4. Assist members with account transactions, updates and changes.
5. Resolve account issues and handle member complaints accurately and efficiently.
6. Process check orders, stop payments, loan payments, and wire transfers.
7. Support a sales and service culture by making product and service recommendations based on members’ individual needs.
8. Assist members with share certificates, disability claims, and IRA’s.
9. Provide responses to all member inquiries by clarifying requested information and providing an applicable solution.
10. Resolve problems by clarifying issues, researching and exploring answers and alternative solutions; implementing solutions and/or escalating unresolved problems.
11. Assist members in setting up new accounts and in making changes to existing accounts.
12. Attain and maintain knowledge of all credit union products and services to support cross-selling to all members.
13. Maintain working knowledge of all online service offerings including, Online Banking, Bill Pay, and Mobile Banking.
14. Maintain knowledge of and comply with Bank Secrecy Act as it relates to this position.
15. Perform other duties and responsibilities as required or assigned.
    
    

KNOWLEDGE, SKILLS AND ABILITIES

- Ability to read and write.

- Ability to count and deal with numbers and details effectively.

- Ability to deal effectively with people at all levels, orally, in writing, or by phone.

- Ability to effectively and efficiently communicate at all levels, orally, in writing, and by phone.

- Ability to learn, apply and communicate knowledge of credit union products, and services, policies, and procedures.

- Ability to input and retrieve data from computer.

- Ability to analyze situations related to position in order to make sound decisions.

- Ability to adapt well to a fast- paced and changing environment.

- Ability to type accurately.

- Ability to use and learn office machines (i.e., copier, fax, terminals).

- Excellent organizational skills.

- Exceptional interpersonal, written and oral communication skills.

- Excellent member service skills.

- Ability to work well within a team or work independently with little or no supervision.

- Ability to compose letters and memorandum.

- Proficient Microsoft Office skills.

TRAINING AND EXPERIENCE

High school diploma or equivalent required. Two years’ call center experience or previous financial institution experience in a credit union or other financial institution preferred.

Salary: DOE
FLSA Status: Non-Exempt
Reports to: VP Contact Center
Location: Perkins Branch