POSITION TITLE: Contact Center Representative

REPORTS TO: Contact Center Manager

PAY GRADE: 6,7

DEPARTMENT: Contact Center

FLSA STATUS: Non-Exempt

PURPOSE: The primary purpose of this position is to fulfill our Member’s First Pledge of Valued Relationships, Trusted Solutions. To live out the pledge the position must deliver high quality service to both internal and external members. The position responds to member inquiries and solves problems in a prompt and courteous manner which meets our Member Service Standards.

CULTURAL EXPECTATIONS:

• Adheres to Financial Center’s Policy and Procedures 
• Acts as a role model within and outside Financial Center 
• Maintains a positive and respectful attitude 
• Communicates regularly with supervisor about department issues 
• Demonstrates flexible and efficient time management and ability to prioritize workload 
• Consistently reports to work on time prepared to perform duties of position 
• Demonstrate enthusiastic support of corporate mission, core values and long term objectives.
• Resolves questions or problems on the basis of past precedent and interpretation of policy and procedural guidelines.
• Must be able to work independently while helping the Center reach its goals
• Projects the professional image of the Credit Union
• Work with team towards meeting stated Service Level Expectations
• Meet department standards for acceptable error ratios in new accounts, GL posting, and transaction posting. Meet stated individual Service and Sales goals
• Provide accurate, effective communications to members
• Must be flexible enough to make changes and modify schedules to accommodate department needs when applicable. 

ESSENTIAL DUTIES:

• Receives member interactions by telephone, live chat or email and must determine purpose of the call and either transacts the business or refer them to the appropriate staff associate.
• Must demonstrate an ability to effectively cross-share Credit Union products and services in order to deepen member relationships
• Must be able to handle multiple tasks and function in a busy call center atmosphere.
• Responsible for servicing the full range of Credit Union products and services
• Assists members in resolving account problems or account research
• Responsible for educating and enrolling members on Financial Center’s electronic services (Money Line, Financial Center Online, Bill Payer, The Hub, ATM & Check/Debit Cards)
• Must be proficient in all Credit Union electronic services in order to provide technical support for new or existing users of Financial Center Online, Bill Payer, and the Credit Union web site
• Fields and effectively responds to member questions regarding services available, payroll deduction/direct deposit, share and loan interest rates, dividend calculations, and location and operating hours of Centers, etc.
• Performs other duties commensurate with this position

REQUIRED BACKGROUND:

• High school education or equivalent
• Should have two years previous experience at a financial institution or call center environment, familiar with related policy and procedures
• Contact Center Representative I – Less than 2 years of similar or related Financial Institution experience.
• Contact Center Representative II – Has 2 or more years of similar or related financial institution experience. Additional responsibilities include but may not be limited to: Call escalations.
• Expected to demonstrate a consistent ability to meet or exceed sales and service goals.
• Courtesy, tact and diplomacy are essential elements of the job. Work involves much personal contact with others inside/or outside the organization 
• Work requires professional written and verbal communication and interpersonal skills.
• Should be familiar with the Credit Union bylaws, policies, procedures and state and federal laws effecting all operations of the Center. Should have a thorough knowledge of all Credit Union products and services or become well versed in 90 days.
• Professional service attitude, with effective follow up on work and any outstanding issues or member interactions.
• Proficient in Microsoft Office and other Credit Union systems or become well versed in 90 days 

WORK ENVIRONMENT: Work may require physical mobility within the general work area, continual communication with members, repetitive tasks and a high level of attention to security. The work is performed in a general office environment.