REPORTING RELATIONSHIPS

Position Reports To:Contact Center Manager

POSITION PURPOSE

To provide great experiences to members who contact Embers by phone, email, online banking message, etc. To place outgoing calls to members that might need assistance or who might benefit from a product or service that we offer.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

· Attend contact center, providing excellent and prompt service to members by phone, chat support, and email. Handle all credit union incoming calls while providing a start-to-finish service experience for each member whenever possible. Direct traffic appropriately to lending and branches.

· Assist the Operations department in remote services maintenance, including external transfers and mobile deposit. Handle debit/credit card maintenance, including investigating card issues, handling fraud alerts, filing thorough disputes, and providing digital wallet support.

· Provide digital banking support to entire credit union; troubleshoot digital banking issues for members, including working with third party servicers.

· Handle a high volume of calls and digital banking messages.

· Perform transactions and complete/submit forms thoroughly, efficiently, and promptly, with zero unresolved errors.

· Serve as the main point of contact for Embers, facilitating communication between members and other staff/departments. Identify credit union trends, outages, and areas for service improvement.

PERFORMANCE MEASUREMENTS

1. Provides great service over the phone that is thorough and efficient.

2. Proactively follows up with members and other staff to ensure excellent end-to-end experiences for members.

3. Written communication to members is clear, concise, and thorough.

4. Meets or exceeds assigned sales and conversion goals.

5. Is able to handle a high volume of phone calls and other messages on a daily basis.

6. Is prompt and handles all assigned tasks efficiently, with zero unresolved errors.

7. Promotes teamwork and a collaborative environment.

8. Participates in credit union sponsored events and community service.

QUALIFICATIONS

Education/Certification:High school graduate or equivalent.

Required Knowledge:1 years of similar or related experience.

Skills/Abilities:

Great customer and member service skills.

Strong written and verbal communication skills, with good grammar and spelling. Ability to communicate clearly and effectively on the phone.

Good problem solving skills.

Strong organizational skills, with the ability to effectively multi-task in a fast paced environment.

Demonstrated proficiency with computer and telephone systems, including MS office and other computer applications.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Talking:Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing: Able to hear average or normal conversations and receive ordinary information.

Average Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents or products, or operate machinery.

Physical Strength:Active work; standing, reaching, kneeling, stooping, bending and manipulating small and large objects most of the time. Requires occasional lifting (>25 lbs).

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Job Type: Full-time

Pay: $15.49 - $23.24 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Weekends as needed

Work setting:

• In-person

Work Location: In person