Contact Center Specialist

Essential Functions & Responsibilities

• Aid current and potential members with telephone requests, answering questions about products and services, and resolving issues within one's authority.
• Perform basic troubleshooting for digital banking solutions and escalate complex issues to supervisors.
• Maintain records in core systems and manage the processing of electronic forms.
• Provide assistance with card services, transfers, loan payments, and account maintenance tasks.
• Identify and pursue cross-sell opportunities for additional services to members.
• Perform other job-related duties as assigned.

Performance Measurements

• Troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.
• Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
• Efficiently address and resolve member requests and issues at first contact when possible.
• Process transactions accurately and use active listening to provide effective solutions.
• Proactively recommend beneficial products and services, such as eStatements and self-serve options, to eligible members.
• Contribute to the overall Call Center Quality Loop score of 6.85 or higher by consistently delivering an exceptional member experience.

Knowledge And Skills

• Experience: One to three years of similar or related experience.
• Education: A high school education or GED.
• Interpersonal Skills: Requires much personal contact for first-level conflict resolution, relationship building, and cooperation solicitation.
• Other Skills: Good listening and telephone skills; ability to navigate through multiple computer systems; operate a 10-key calculator, a computer keyboard, and multiple computer screens; make decisions with minimum information.

Physical Requirements

• Light lifting required.