Call Center Representative

What You Will Do

• Promotes SSFCU products and services to existing and potential members while providing outstanding service through all contact channels.
• Offers guidance and support to foster a long term, full service relationship, and follows Member Contact Center standards, processes, established policies, and procedures when processing various transactions and inquiry requests.
• Provides support to MCC agents with escalated member situations, ensuring the best possible solution for the member and the credit union is achieved.
• Provides a high level of service to our members by providing consistent, friendly, personalized service to each caller.
• Demonstrates solid knowledge in Officer Level Skills as well as proficiency in the Assist and Escalation skills.
• Thoroughly and consistently processes member transactions/requests in an efficient and accurate manner within all established processes and procedures while following all applicable regulations and making exceptions when appropriate.
• Supports SSFCU’s vision to expand and build member relationships in possessing advanced knowledge of SSFCU products and services.
• Recommends products and services that align with member needs and enhance the member experience, contributing to our growth and profitability.
• Consistently demonstrates a business owner mentality and actively engages in and fosters a teamwork environment.
• Provides suggestions for improvement and performs leadership functions.
• Proactively leads, teaches, and mentors fellow peers.
• Demonstrates empowerment through confidence and a strong ability to make decisions, balancing the best interest of our membership and credit union.
• Completes any other job related duties needed to help drive to our Vision, fulfill our Purpose, and abide by our Organization’s Values.

What We Require

• A high school diploma or equivalent.
• Minimum of three (3) years of call center or financial institution or comparable experience in cash handling, customer service, or sales.
• Supports SSFCU's vision to expand and build member relationships with a thorough level of knowledge of SSFCU products and services.
• Recommends products and services to enhance the member experience that will contribute to our growth and profitability.
• Demonstrates a positive, professional and business owner mentality.
• Actively engages and participates in a teamwork environment.
• Demonstrates increasing levels of empowerment through confidence and decision making with less dependence on Supervisors for solutions that balance the interest of our membership and the credit union.
• High level of interpersonal skills, including excellent verbal communication skills, a clear speaking voice, and good writing skills.
• Able to operate a personal computer and good knowledge of Word, Excel, and Internet.
• Assumes and develops Officer level skills and increases knowledge in order to foster professional growth and additional responsibilities.
• Ideal Candidate Will Have Excellent problem solving skills.
• Time management skills to include being timely and efficient in all aspects of job.
• Ability to multitask in a fast-paced environment.