Contact Center Representative (Full Time)

About the role

The primary purpose of this position is to respond to a high volume of telephone inquiries about company products and services and ensure both current and potential members receive quality service by resolving questions, complaints, and requests via the telephone.

Responsibilities

• Provide timely, accurate, and professional service to current and potential members by responding to phone calls, emails, and other communication channels.
• Assist with general inquiries, resolve issues, answer questions, and provide solutions in a prompt and efficient manner.
• Escalate complex or unresolved issues to the appropriate departments or supervisors for further resolution.
• Respond to questions regarding checking, savings, and loan accounts, including balances, transactions, and account activity.
• Help members with tasks such as check ordering, overdraft protection, and transfers.
• Educate members on Credit Union products and services, such as credit cards and savings accounts, based on their needs.
• Proactively listen to members to understand their financial goals and recommend relevant Credit Union products and services.
• Meet sales goals by promoting additional services and products that enhance the member’s financial well-being.
• Meet or exceed established performance metrics such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT) score, and product sales goals.
• Ensure all interactions are positive, professional, and supportive of the Credit Union’s mission to deliver high-quality service.
• Exhibit strong problem-solving skills to address and resolve member concerns in a timely manner.
• Work closely with team members to meet department goals, improve service efficiency, and enhance member satisfaction.
• Participate in team meetings, training sessions, and provide feedback on best practices to improve service delivery.

Requirements

• High school diploma or equivalent required.
• Previous experience in a customer service, call center, or financial institution setting is preferred.
• Experience in handling high call volumes and managing multiple tasks simultaneously.

Qualifications

• General knowledge of financial services, including banking, credit union operations, and loan products.
• Familiarity with member service platforms and contact center systems.

Skills

• Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficient in using customer relationship management (CRM) software and other contact center tools.
• Ability to multi-task and work in a fast-paced environment while maintaining a high level of accuracy.
• Ability to work independently and as part of a team.
• Strong organizational skills with a focus on delivering a high level of service.