Contact Center Specialist I

About the role

As a Contact Center Specialist I, you will provide exceptional member service by serving as a trusted resource for account servicing, transactions, digital banking support, and general inquiries through phone, email, chat, and other communication channels. You will build strong member relationships by actively listening, identifying needs, and delivering accurate information and personalized solutions. Through adherence to authentication, security, and fraud prevention procedures, you will protect member information while supporting the use of Credit Union products and services that help members achieve their financial goals and contribute to the Credit Union's success.

Responsibilities

• Serve as the first point of contact for members, providing professional, friendly, and accurate service through inbound and outbound phone calls, email, chat, and other communication channels.
• Build positive relationships with members by actively listening, identifying needs, and providing accurate information and personalized solutions regarding credit union products, services, accounts, digital banking tools, and policies to enhance the overall member experience.
• Research and resolve member inquiries, concerns, and basic account issues promptly, escalating complex situations when appropriate
• Accurately document member interactions and maintain detailed records within guidelines.
• Achieve production standards measured through handle and talk time, number of calls, abandonment rate, loan referrals, audits, and other factors.
• Work independently, prioritizing work to accurately complete daily assignments in support of the Credit Union goals.
• Offer solutions to resolve member concerns/needs while maintaining positive problem-solving skills
• Uncover additional services that a member’s relationship will benefit from; cross-sell these products and services
• Stay current on CTFCU products, services, policies, and procedures through continuing education; protect member accounts and information by properly verifying identity, maintaining confidentiality, adhering to security protocols, and helping prevent and detect fraudulent activity.
• Comply with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
• Demonstrate CTFCU's core values in every member and employee interaction while supporting the Credit Union's mission, vision, and commitment to exceptional member service.
• Perform additional duties and responsibilities as assigned to support departmental objectives, member service excellence, and overall organizational success.
• Consistently meet or exceed individual and team scorecard goals related to service quality, productivity, and member experience.
• Achieve established performance metrics, including average handle time, schedule adherence, call efficiency, and other Contact Center key performance indicators.
• Contribute to team service level objectives by supporting goals related to call volume, response times, and abandonment rates.
• Identify member needs and achieve referral goals by recommending products and services that provide value to members and support organizational growth.
• Exemplify professional conduct and exhibit the CTFCU's core values through professional conduct, commitment, collaboration, adaptability, and curiosity.

Qualifications