Call Center Representative

Responsibilities

• 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.
• Delivers a high level of service to 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 by possessing advanced knowledge of SSFCU products and services.
• Recommends products and services that align with member needs and enhance the member experience, contributing to growth and profitability.
• Consistently demonstrates a business‑owner mentality and actively engages in fostering 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 the membership and the credit union.
• Completes any other job‑related duties needed to help drive the organization’s Vision, fulfill its Purpose, and abide by its Values.