Contact Center Rep.

About the role

Work with the management team and co-workers to fulfill the Credit Union’s mission. Commit oneself to working to the best of your ability in both an individual and team environment.

Responsibilities

• Provide personalized banking services to members.
• Develop and maintain strong member relationships, assess needs, and sell Credit Union products and services.
• Ensure the highest level of quality service is provided to existing and potential members.
• Serve members and prospective members by providing service and information in a pleasant, efficient manner via telephone, mail, and other correspondence.
• Field and facilitate various member inquiries and requests, ensuring the highest level of satisfaction throughout each and every interaction.
• Research and facilitate member inquiries and issues across all Credit Union accounts, services, and products; escalate as needed to appropriate departments.
• Apply a consultative approach to cross-selling additional Credit Union products and services; identify member needs during interactions and offer appropriate solutions.
• Facilitate and/or perform various servicing requests and transactions on member accounts.
• Knowledge of how virtual chat works and comfort using it.
• Meet and maintain required expectations to ensure proper call queue management through various changes in capacity, including adherence to work/break schedule, number of calls, duration of calls, availability in queue, and call quality.

Requirements

• Minimum high school diploma or GED equivalent.
• At least two (2) years in a financial institution with similar job functions.
• Strong interpersonal skills (oral and written communications), active listening, positive attitude.
• Proficient in computer skills (i.e., Microsoft Office Suite) with the ability to learn new software as required.

Benefits

• Competitive pay and target incentive.
• Medical, dental, and prescription coverage.
• 401(k) plan with up to 6% match.
• Generous paid time off.
• Discounts on products and services.
• Paid time off for volunteering.
• Educational and developmental opportunities.
• Access to formal Tuition Assistance Program.