What are the responsibilities and job description for the Contact Center Representative position at Financial Center?
POSITION TITLE: Contact Center Representative
REPORTS TO: Contact Center Team Lead
PAY GRADE: 6
DEPARTMENT: Contact Center
FLSA STATUS: Non-Exempt
WORK STYLE: Hybrid
LOCATION: 7101 East 56th St., Indianapolis, IN 46226
PURPOSE:
The primary purpose of this position is to fulfill Financial Center First CU’s vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act.
This position receives incoming calls, emails & live chats from members and determines the products, services or resources that the member requires. It also educates the member on additional products or services that the member could benefit from and provides direct support services to members or connects them with the staff/department who can provide them the specific assistance they need.
WHAT SUCCESS LOOKS LIKE DURING THE FIRST THREE MONTHS:
REPORTS TO: Contact Center Team Lead
PAY GRADE: 6
DEPARTMENT: Contact Center
FLSA STATUS: Non-Exempt
WORK STYLE: Hybrid
LOCATION: 7101 East 56th St., Indianapolis, IN 46226
PURPOSE:
The primary purpose of this position is to fulfill Financial Center First CU’s vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act.
This position receives incoming calls, emails & live chats from members and determines the products, services or resources that the member requires. It also educates the member on additional products or services that the member could benefit from and provides direct support services to members or connects them with the staff/department who can provide them the specific assistance they need.
WHAT SUCCESS LOOKS LIKE DURING THE FIRST THREE MONTHS:
- Understanding systems utilized in the Contact Center.
- Comfortable conversing with members over multiple platforms.
- Adherence to the queue and metrics.
- Should be familiar with the Credit Union bylaws, policies, procedures and state and federal laws effecting all operations of the Financial Center and should have a thorough knowledge of all Credit Union products and services or become well versed within 90 days.
- Proficient in Microsoft Office and other Credit Union systems or become well versed in 90 days
- Receiving member interactions by telephone, live chat or email.
- Fielding and effectively responds to member questions.
- Determining purpose of the call as well as the products, service or resource that the member requires. This includes:
- Educating the member on additional products or services that the member could benefit from.
- Providing direct support services to members or connects them with the staff/department who can provide them the specific assistance they need.
- Performs Teller functions for members. This includes but is not limited to:
- Completing transactions for the member such as transfers, providing balances, account history, external loan payments, etc.
- Re-issuing/ordering debit cards, resetting PINs, etc. Troubleshooting debit card issues & questions.
- Performing account updates/maintenance such as creating & reading account notes, processing e-forms etc.
- Assisting members in resolving account problems or conducting account research.
- Educating and enrolling members in Financial Center’s electronic services (Financial Center Online, Bill Payer, ATM & Check/Debit Cards).
- Understanding fee types, how to pull statement copies, pull check copies, complete secure email, and research cashier’s checks.
- Able to handle multiple tasks and function in a busy call center atmosphere.
- Assisting members with Mobile Deposit, Online Banking, Card Valet, Bill Pay, and Visa online enrollment.
- Responsible for adhering to procedures and security protocols, managing risk issues effectively and protect member data, including but not limited to:
- Completing standard and enhanced verification when needed.
- Capable of regular, reliable and timely attendance.
- Capable of travel to Main Branch location.
- Performing other duties as commensurate to this position
- Education & Experience:
- High school education or equivalent.
- Minimum of 1 year of previous experience at a financial institution or call center environment is preferred.
- Skills:
- Expected to demonstrate a consistent ability to meet or exceed sales and service goals.
- Strong verbal, written, and interpersonal communication skills.
- Strong customer service skills
- Resourceful, perceptive and persuasive when solving problems. Detail oriented with ability to adapt quickly in a fast-paced environment.
- Displays diplomacy, patience and tact when dealing with members and staff.
- Good organizational skills.
- Thrives in a fast-paced environment and is a pro at multi-tasking.
- Ability to concentrate, exercise judgement & be a creative thinker, with a tolerance for risk.
- Professional service attitude, with effective follow up on work and any outstanding issues or member interactions.
- Physical Requirements:
- Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 15 lbs.
- Must be capable of climbing and descending stairs in case of an emergency situation.
- Proficient in operating routine office equipment including telephone, copier, facsimile, and calculator.
- Able to work on computer for an average of 6-8 hours per day, as needed.
- Willing to work extended hours or travel off site whenever required or requested by management.
- Must demonstrate regular, reliable and timely attendance.
- Working Conditions:
- Able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.
- Mental and Emotional Requirements
- Ability to perform job functions independently and with limited supervision.
- Work effectively as part of a team.
- Read and carry out various written instructions and follow oral instructions.
- Communicate clearly and present information in a logical and understandable sequence.
- Perform basic financial calculations accurately.
- Handle interactions calmly and professionally with diverse personalities from various cultures at different levels within and outside of the organization, demonstrating the highest levels of customer service and discretion when dealing with the public.
- Maintain composure under stress of deadline, requirements for extreme accuracy and quality and a fast- paced environment.
- Exercise the highest level of discretion when dealing with confidential matters.
Salary : $21 - $22