Contact Center Specialist I

Responsibilities

• Provide internal and external member service by responding to calls in all inbound queues related to product information, account details, loan applications, establishing new accounts for existing members, etc.
• Conduct outbound calls as directed.
• Establish long-term financial relationships with members by identifying needs and recommending solutions, including Credit Union Business Partners.
• Identify, research and resolve member issues by providing knowledgeable and professional service.
• If needed, escalate concerns using the appropriate channels.
• Contribute to the attainment of organization, department, and personal sales and service goals.
• Comply with Contact Center Key Performance Indicators (KPIs) goals such as, adherence to schedule, average handle time, quality monitoring scores, etc.
• Actively seek and implement feedback from supervisor to ensure performance expectations are being met.
• Consistently contribute to Credit Union’s initiative of continuous improvement by communicating suggestions that will enhance revenue, reduce expenses and/or streamline and improve operations.
• Adhere to all Credit Union policies, procedures, and regulatory agency requirements.
• Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge.
• Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises.
• Perform additional duties and special projects as assigned.

Qualifications

• A High School Diploma, General Education Development (GED) certificate, or state authorized high school equivalent certificate required.
• Registration with the National Mortgage Licensing System and Registry (NMLS) required.
• Proven ability to quickly learn and adapt to new software tools, platforms, and digital systems.
• Demonstrated experience using productivity and collaboration tools such as Microsoft 365.
• Minimum 1 Year Experience in a call center environment experience preferred.
• Minimum 2 years Sales experience, preferably in the financial service industry preferred.