Contact Center Account Consultant I
Virginia Credit Union · Roanoke, VA · 1 mo ago
Customer Service$36k–$50k/yrFull-time
We need to output HTML fragment with sections: About the role? The description includes primary function, duties, expectations, qualifications, physical requirements, salary range. We need to use for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We should only include sections that have real specific content. We have primary function could be "About the role". Duties -> Responsibilities. Expectations maybe part of responsibilities or separate? Could be part of Responsibilities. Qualifications: Knowledge, Skills, Minimum Education and Experience. Physical requirements maybe part of Requirements? Could be separate "Requirements". Salary range -> Pay. No benefits or schedule given, so omit those sections.
We must not repeat job title. No metadata like Job ID. Remove boilerplate. Provide only HTML fragment.
We need to use
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We should only include sections that have real specific content. We have primary function could be "About the role". Duties -> Responsibilities. Expectations maybe part of responsibilities or separate? Could be part of Responsibilities. Qualifications: Knowledge, Skills, Minimum Education and Experience. Physical requirements maybe part of Requirements? Could be separate "Requirements". Salary range -> Pay. No benefits or schedule given, so omit those sections.
We must not repeat job title. No metadata like Job ID. Remove boilerplate. Provide only HTML fragment.
We need to use - for any list of duties/requirements/benefits. So for duties list we need
- . For qualifications maybe also list.
We need to preserve all substantive info. Let's extract.
Primary function: "The Contact Center Account Consultant I’s primary function is to answer telephone inquiries regarding deposit and loan accounts while promoting credit union products and services and consistently giving quality service to members and all co-workers throughout the credit union."
Job duties: list items:
- Inform, Educate, and Advise members, regardless of the individual circumstances.
- Perform transfers, withdrawals, loan payments by transfer and advances from lines of credit by transfer or check.
- Takes check orders over the phone and processes Credit Card Payments.
- Assist members with the transfer program, payroll deductions, direct deposit, stop payments, SuperCheck and credit card inquiries.
- Promote the credit union by cross-selling products and services focusing on department goals and member needs.
- Handle member inquiries and solves problems.
- Other duties may be required and assigned by the supervisor.
- Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
- Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
- Report all Risk Management Policy violations in accordance with policy.
Expectations: list:
- Meet Contact Center service quality standards.
- Consistently give quality service to external and internal members.
- Treat members courteously and professionally while handling their requests promptly and accurately.
- Evaluate members’ needs and make recommendations that will help them achieve their financial goals.
- Consistently meet or exceed monthly cross-selling, quality, and time management goals.
- Build relationships with credit union members and team members.
- Contribute towards individual, team, & department goals while promoting team spirit.
- Give feedback to the Managers and Supervisors about department and team goals and incentives.
- Attend training sessions as directed by Manager or Supervisor to keep skills current.
- Keep all member and credit union business confidential.
Job qualifications: Knowledge, Skills, Minimum Education and Experience.
Knowledge: "Credit union or banking industry knowledge preferred."
Skills: list:
- Must be able to operate a computer and other office equipment.
- Must be skillful when working with details such as numbers and names.
- Must have the ability to effectively communicate with members both verbally and in writing.
- Must be able to work in a stressful environment while being flexible.
- Must have the ability to consistently provide excellent service.
Minimum Education and Experience:
- High school degree with additional business courses preferred.
- Prior experience in a busy public contact position at a credit union, financial institution, or a retail outfit.
- Must have experience with computers.
- Must have experience in handling member requests and inquiries.
- Contact center experienced preferred.
Physical Requirements:
- Ability to sit for long periods of time.
- Infrequent lifting or carrying of objects up to 10 pounds.
- Ability to speak and hear clearly with reasonable accommodation.
Salary Range: $35,696 - $50,043
We need sections: About the role (primary function), Responsibilities (duties), Requirements (maybe physical requirements + qualifications?), Qualifications (knowledge/skills/education), Pay (salary). We could combine qualifications and requirements but better to follow headings list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We have content for About the role, Responsibilities, Requirements (physical), Qualifications (knowledge), Skills, Pay. We'll omit Benefits and Schedule.
We must not create sections with filler. So we will output:
About the role
... primary function ...
Responsibilities
- ... each duty ...
Requirements
- ... physical requirements ...
Qualifications
Knowledge: Credit union or banking industry knowledge preferred.
Skills
- ... each skill ...
Pay
Salary Range: $35,696 - $50,043
We need to ensure we preserve all substantive info. Also include expectations? Could be part of Responsibilities or separate but we have no heading for Expectations. Could incorporate into Responsibilities as additional bullet points. The expectations list is substantive; we should include them. Could add them under Responsibilities as additional bullets. Or we could create a separate section like "Expectations" but not in allowed headings list. The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but says "Use for section headings (e.g. ...)" implying we should use those headings for sections. It doesn't say we cannot add other headings, but better to stick to those. We can fold Expectations into Responsibilities.
Thus Responsibilities bullets will include both duties and expectations.
Let's compile list:
Duties:
- Inform, Educate, and Advise members, regardless of the individual circumstances.
- Perform transfers, withdrawals, loan payments by transfer and advances from lines of credit by transfer or check.
- Takes check orders over the phone and processes Credit Card Payments.
- Assist members with the transfer program, payroll deductions, direct deposit, stop payments, SuperCheck and credit card inquiries.
- Promote the credit union by cross-selling products and services focusing on department goals and member needs.
- Handle member inquiries and solves problems.
- Other duties may be required and assigned by the supervisor.
- Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
- Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
- Report all Risk Management Policy violations in accordance with policy.
Expectations:
- Meet Contact Center service quality standards.
- Consistently give quality service to external and internal members.
- Treat members courteously and professionally while handling their requests promptly and accurately.
- Evaluate members’ needs and make recommendations that will help them achieve their financial goals.
- Consistently meet or exceed monthly cross-selling, quality, and time management goals.
- Build relationships with credit union members and team members.
- Contribute towards individual, team, & department goals while promoting team spirit.
- Give feedback to the Managers and Supervisors about department and team goals and incentives.
- Attend training sessions as directed by Manager or Supervisor to keep skills current.
- Keep all member and credit union business confidential.
We'll combine them.
Physical Requirements:
- Ability to sit for long periods of time.
- Infrequent lifting or carrying of objects up to 10 pounds.
- Ability to speak and hear clearly with reasonable accommodation.
Qualifications knowledge: "Credit union or banking industry knowledge preferred."
Skills list:
- Must be able to operate a computer and other office equipment.
- Must be skillful when working with details such as numbers and names.
- Must have the ability to effectively communicate with members both verbally and in writing.
- Must be able to work in a stressful environment while being flexible.
- Must have the ability to consistently provide excellent service.
Minimum Education and Experience: Should we include under Qualifications? Could be part of Qualifications as separate bullets. The heading Qualifications is for knowledge; but we could also include education/experience under Qualifications. However we have separate heading for Skills. We could put education/experience under Qualifications as a list. But we already used Qualifications for knowledge. Might be better to have Qualifications include knowledge, education/experience. But we have Skills separate. Let's decide: Use Qualifications for knowledge and education/experience. Use Skills for skill list.
Thus:
Qualifications
- Credit union or banking industry knowledge preferred.
- High school degree with additional business courses preferred.
- Prior experience in a busy public contact position at a credit union, financial institution, or a retail outfit.
- Must have experience with computers.
- Must have experience in handling member requests and inquiries.
- Contact center experienced preferred.
Skills
... skill list ...
Now we need to ensure we didn't miss any info: The primary function paragraph we have. Also note "PRIMARY FUNCTION:" line we used.
Check for any other info: None.
Now produce HTML fragment.
Make sure to open and close tags properly. Use - for each list.
We'll output:
About the role
The Contact Center Account Consultant I’s primary function is to answer telephone inquiries regarding deposit and loan accounts while promoting credit union products and services and consistently giving quality service to members and all co-workers throughout the credit union.
Responsibilities
- Inform, Educate, and Advise members, regardless of the individual circumstances.
- Perform transfers, withdrawals, loan payments by transfer and advances from lines of credit by transfer or check.
- Takes check orders over the phone and processes Credit Card Payments.
- Assist members with the transfer program, payroll deductions, direct deposit, stop payments, SuperCheck and credit card inquiries.
- Promote the credit union by cross-selling products and services focusing on department goals and member needs.
- Handle member inquiries and solves problems.
- Other duties may be required and assigned by the supervisor.
- Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
- Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
- Report all Risk Management Policy violations in accordance with policy.
- Meet Contact Center service quality standards.
- Consistently give quality service to external and internal members.
- Treat members courteously and professionally while handling their requests promptly and accurately.
- Evaluate members’ needs and make recommendations that will help them achieve their financial goals.
- Consistently meet or exceed monthly cross-selling, quality, and time management goals.
- Build relationships with credit union members and team members.
- Contribute towards individual, team, & department goals while promoting team spirit.
- Give feedback to the Managers and Supervisors about department and team goals and incentives.
- Attend training sessions as directed by Manager or Supervisor to keep skills current.
- Keep all member and credit union business confidential.
Requirements
- Ability to sit for long periods of time.
- Infrequent lifting or carrying of objects up to 10 pounds.
- Ability to speak and hear clearly with reasonable accommodation.
Qualifications
- Credit union or banking industry knowledge preferred.
- High school degree with additional business courses preferred.
- Prior experience in a busy public contact position at a credit union, financial institution
- . For qualifications maybe also list.
We need to preserve all substantive info. Let's extract.
Primary function: "The Contact Center Account Consultant I’s primary function is to answer telephone inquiries regarding deposit and loan accounts while promoting credit union products and services and consistently giving quality service to members and all co-workers throughout the credit union."
Job duties: list items:
- Inform, Educate, and Advise members, regardless of the individual circumstances.
- Perform transfers, withdrawals, loan payments by transfer and advances from lines of credit by transfer or check.
- Takes check orders over the phone and processes Credit Card Payments.
- Assist members with the transfer program, payroll deductions, direct deposit, stop payments, SuperCheck and credit card inquiries.
- Promote the credit union by cross-selling products and services focusing on department goals and member needs.
- Handle member inquiries and solves problems.
- Other duties may be required and assigned by the supervisor.
- Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
- Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
- Report all Risk Management Policy violations in accordance with policy.
Expectations: list:
- Meet Contact Center service quality standards.
- Consistently give quality service to external and internal members.
- Treat members courteously and professionally while handling their requests promptly and accurately.
- Evaluate members’ needs and make recommendations that will help them achieve their financial goals.
- Consistently meet or exceed monthly cross-selling, quality, and time management goals.
- Build relationships with credit union members and team members.
- Contribute towards individual, team, & department goals while promoting team spirit.
- Give feedback to the Managers and Supervisors about department and team goals and incentives.
- Attend training sessions as directed by Manager or Supervisor to keep skills current.
- Keep all member and credit union business confidential.
Job qualifications: Knowledge, Skills, Minimum Education and Experience.
Knowledge: "Credit union or banking industry knowledge preferred."
Skills: list:
- Must be able to operate a computer and other office equipment.
- Must be skillful when working with details such as numbers and names.
- Must have the ability to effectively communicate with members both verbally and in writing.
- Must be able to work in a stressful environment while being flexible.
- Must have the ability to consistently provide excellent service.
Minimum Education and Experience:
- High school degree with additional business courses preferred.
- Prior experience in a busy public contact position at a credit union, financial institution, or a retail outfit.
- Must have experience with computers.
- Must have experience in handling member requests and inquiries.
- Contact center experienced preferred.
Physical Requirements:
- Ability to sit for long periods of time.
- Infrequent lifting or carrying of objects up to 10 pounds.
- Ability to speak and hear clearly with reasonable accommodation.
Salary Range: $35,696 - $50,043
We need sections: About the role (primary function), Responsibilities (duties), Requirements (maybe physical requirements + qualifications?), Qualifications (knowledge/skills/education), Pay (salary). We could combine qualifications and requirements but better to follow headings list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We have content for About the role, Responsibilities, Requirements (physical), Qualifications (knowledge), Skills, Pay. We'll omit Benefits and Schedule.
We must not create sections with filler. So we will output:
About the role
... primary function ...
Responsibilities
- ... each duty ...
Requirements
- ... physical requirements ...
Qualifications
Knowledge: Credit union or banking industry knowledge preferred.
Skills
- ... each skill ...
Pay
Salary Range: $35,696 - $50,043
We need to ensure we preserve all substantive info. Also include expectations? Could be part of Responsibilities or separate but we have no heading for Expectations. Could incorporate into Responsibilities as additional bullet points. The expectations list is substantive; we should include them. Could add them under Responsibilities as additional bullets. Or we could create a separate section like "Expectations" but not in allowed headings list. The instruction says usefor section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but says "Use
for section headings (e.g. ...)" implying we should use those headings for sections. It doesn't say we cannot add other headings, but better to stick to those. We can fold Expectations into Responsibilities. Thus Responsibilities bullets will include both duties and expectations. Let's compile list: Duties: - Inform, Educate, and Advise members, regardless of the individual circumstances. - Perform transfers, withdrawals, loan payments by transfer and advances from lines of credit by transfer or check. - Takes check orders over the phone and processes Credit Card Payments. - Assist members with the transfer program, payroll deductions, direct deposit, stop payments, SuperCheck and credit card inquiries. - Promote the credit union by cross-selling products and services focusing on department goals and member needs. - Handle member inquiries and solves problems. - Other duties may be required and assigned by the supervisor. - Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies. - Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security. - Report all Risk Management Policy violations in accordance with policy. Expectations: - Meet Contact Center service quality standards. - Consistently give quality service to external and internal members. - Treat members courteously and professionally while handling their requests promptly and accurately. - Evaluate members’ needs and make recommendations that will help them achieve their financial goals. - Consistently meet or exceed monthly cross-selling, quality, and time management goals. - Build relationships with credit union members and team members. - Contribute towards individual, team, & department goals while promoting team spirit. - Give feedback to the Managers and Supervisors about department and team goals and incentives. - Attend training sessions as directed by Manager or Supervisor to keep skills current. - Keep all member and credit union business confidential. We'll combine them. Physical Requirements: - Ability to sit for long periods of time. - Infrequent lifting or carrying of objects up to 10 pounds. - Ability to speak and hear clearly with reasonable accommodation. Qualifications knowledge: "Credit union or banking industry knowledge preferred." Skills list: - Must be able to operate a computer and other office equipment. - Must be skillful when working with details such as numbers and names. - Must have the ability to effectively communicate with members both verbally and in writing. - Must be able to work in a stressful environment while being flexible. - Must have the ability to consistently provide excellent service. Minimum Education and Experience: Should we include under Qualifications? Could be part of Qualifications as separate bullets. The heading Qualifications is for knowledge; but we could also include education/experience under Qualifications. However we have separate heading for Skills. We could put education/experience under Qualifications as a list. But we already used Qualifications for knowledge. Might be better to have Qualifications include knowledge, education/experience. But we have Skills separate. Let's decide: Use Qualifications for knowledge and education/experience. Use Skills for skill list. Thus:
Qualifications
- Credit union or banking industry knowledge preferred.
- High school degree with additional business courses preferred.
- Prior experience in a busy public contact position at a credit union, financial institution, or a retail outfit.
- Must have experience with computers.
- Must have experience in handling member requests and inquiries.
- Contact center experienced preferred.
Skills
- ... skill list ...
- for each list.
We'll output:
About the role
The Contact Center Account Consultant I’s primary function is to answer telephone inquiries regarding deposit and loan accounts while promoting credit union products and services and consistently giving quality service to members and all co-workers throughout the credit union.
Responsibilities
- Inform, Educate, and Advise members, regardless of the individual circumstances.
- Perform transfers, withdrawals, loan payments by transfer and advances from lines of credit by transfer or check.
- Takes check orders over the phone and processes Credit Card Payments.
- Assist members with the transfer program, payroll deductions, direct deposit, stop payments, SuperCheck and credit card inquiries.
- Promote the credit union by cross-selling products and services focusing on department goals and member needs.
- Handle member inquiries and solves problems.
- Other duties may be required and assigned by the supervisor.
- Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
- Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
- Report all Risk Management Policy violations in accordance with policy.
- Meet Contact Center service quality standards.
- Consistently give quality service to external and internal members.
- Treat members courteously and professionally while handling their requests promptly and accurately.
- Evaluate members’ needs and make recommendations that will help them achieve their financial goals.
- Consistently meet or exceed monthly cross-selling, quality, and time management goals.
- Build relationships with credit union members and team members.
- Contribute towards individual, team, & department goals while promoting team spirit.
- Give feedback to the Managers and Supervisors about department and team goals and incentives.
- Attend training sessions as directed by Manager or Supervisor to keep skills current.
- Keep all member and credit union business confidential.
Requirements
- Ability to sit for long periods of time.
- Infrequent lifting or carrying of objects up to 10 pounds.
- Ability to speak and hear clearly with reasonable accommodation.
Qualifications
- Credit union or banking industry knowledge preferred.
- High school degree with additional business courses preferred.
- Prior experience in a busy public contact position at a credit union, financial institution