What are the responsibilities and job description for the Member Experience MSR I - Contact Center position at COMMUNITY FIRST CREDIT UNION OF FLORIDA?
Major Duties and Responsibilities:
- Responsible for handling member inquiries, transactions, or directs calls to the proper department or personnel. This position maintains current information on Credit Union Services; communicates information to members and cross-sell Credit Union services at expected levels.
- Identify the financial needs of the member and recommend an appropriate credit union solution. In addition, this position must satisfy members financial needs by processing monetary transactions with accuracy.
Experience:
Education:
A high school degree or equivalent.
Interpersonal Skills:
Courtesy and tact are essential elements of the job. Work involves personal contact with members and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications require shorter and not in-depth discussions most of the time.
Other Skills:
Call Center experience in a financial institution
Comfortable cross-selling credit union products and services
Strong verbal and communication skills coupled with excellent interpersonal skills.
Proficient in the use of standard business applications in a Windows-based environment (i.e., MS Word, Excel).
Physical Requirements:
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.
Mental and/or Emotional Requirements:
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Community First Credit Union is an Equal Opportunity Employer. Community First values and celebrates diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.