Call Center Representative

Responsibilities

• Promote SSFCU products and services to existing and potential members while providing outstanding service through all contact channels.
• Offer guidance and support to foster long-term, full-service relationships, adhering to Member Contact Center standards, processes, policies, and procedures for transactions and inquiries.
• Support MCC agents with escalated member situations, ensuring optimal solutions for both members and the credit union.
• Deliver consistent, friendly, and personalized service to each caller, demonstrating solid knowledge in Officer Level Skills and proficiency in Assist and Escalation skills.
• Process member transactions and requests efficiently, accurately, and in compliance with regulations, making exceptions when appropriate.
• Support SSFCU’s vision by possessing advanced knowledge of products and services and recommending solutions that align with member needs to enhance their experience and drive growth.
• Demonstrate a business owner mentality, actively engage in teamwork, and contribute suggestions for improvement while performing leadership functions.
• Proactively lead, teach, and mentor peers, demonstrating empowerment through confident decision-making that balances member and credit union interests.
• Complete additional job-related duties as needed to support SSFCU’s Vision, Purpose, and Values.

Requirements

• High school diploma or equivalent.
• Minimum of three (3) years of call center, financial institution, or comparable experience in cash handling, customer service, or sales.
• Thorough knowledge of SSFCU products and services to expand and build member relationships.
• Ability to recommend products and services that enhance the member experience and contribute to growth and profitability.
• Positive, professional, and business owner mentality with active participation in a teamwork environment.
• Demonstrated empowerment through confidence and decision-making with reduced dependence on supervisors for solutions.
• High level of interpersonal skills, including excellent verbal and written communication, and a clear speaking voice.
• Proficient in operating a personal computer with good knowledge of Word, Excel, and the Internet.
• Commitment to developing Officer level skills and increasing knowledge for professional growth and additional responsibilities.

Skills

• Excellent problem-solving skills.
• Strong time management skills, including timeliness and efficiency in all job aspects.
• Ability to multitask in a fast-paced environment.