Contact Center Representative 1

MUST LIVE IN THE CEDAR FALLS/WATERLOO IOWA OR SURROUNDING AREA

Fluency in Spanish speaking welcome. Earn $1.50 more per hour worked!

Part-Time (32-35 hr.) Flexible weekday schedule. Required 3 nights until 7pm and periodic Saturdays 9-1

Hybrid Remote- 2 days in-office per week choosing from T/W/TH. Rest of the week working from home! 

3 weeks of paid training

15.43 an hour

https://www.veridiancu.org/belong/careers/benefits-overview 

ESSENTIAL FUNCTIONS

• Provide quality interactions with inbound and outbound member calls that create an excellent service experience to promote the Veridian brand.
• Understand and be familiar with Bank Secrecy Act (BSA) guidelines.
• Conduct member transactions including: loan payments, deposits, withdrawals, transfers and SWBC payments.
• Complete member requests including: opening certificates of deposit, processing wire transfers, ordering and blocking plastic cards, ordering checks, researching account information, initiation of direct deposit/ EFT/payroll deduction, etc.
• Actively cross-sell credit union services by providing information to current, new and potential members.
• Consistently achieve established monthly and annual sales and service goals.
• Actively refer members to appropriate position and/or department within all Veridian Companies.
• Maintain necessary departmental files, updating member/credit union information as required.
• Prepare and maintain reports as required.
• Maintain member confidence and protect operations by keeping information confidential.
• Contribute to team effort by accomplishing related results as needed.
• Proficient in answering member inquires surrounding: Online Banking, Mobile Banking, Remote Deposits, Bill Payment, Remote Transfers, etc.
• Support at the first point of contact through problem solving skills and utilization of resources in the areas of card services, rate inquiries, ACH, and Account Resolutions.
• Skilled in Member Contact Center software: EchoSign, SWBC, Jabber, Cisco Agent, ApplePay, etc.

KEY ATTRIBUTES

• Oral and written communication skills.
• Member service focus.
• Attention to detail and accuracy.
• Positive attitude that supports a team environment.
• Dependable and punctual; flexible during peak times.
• High level of confidentiality.
• Organizational skills.
• Self-motivated; ability to work without close supervision.
• Problem solving; analysis.

PHYSICAL DEMANDS

• Occasionally lift and/or move items over 10 pounds.
• Remain sedentary (seated) for extended periods of time.