What are the responsibilities and job description for the Member Contact Center Rep II position at Financial Partners Credit Union?
Purpose Of Job
Member Contact Center Representatives are accountable for handling communications from our members including telephone calls, mail, e-mail and chats. The handling of these communications will involve answering account and service inquiries, processing financial transactions, and cross selling appropriate credit union products and services while consistently meeting the service standards established by the Credit Union.
Essential Responsibilities
One-year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience. Associate's degree preferred. Customer Service and/or call center experience, previous experience as a team lead, ability to work as a team, knowledge of MS Word, Excel, and Outlook. Able to use multiple programs simultaneously. Previous banking or credit union experience would be preferred. Proven ability to assist in team motivation. Strong customer service skills, strong ability to cross sell financial products. Ability to train new agents on all aspects of the position.
Member Contact Center Representatives are accountable for handling communications from our members including telephone calls, mail, e-mail and chats. The handling of these communications will involve answering account and service inquiries, processing financial transactions, and cross selling appropriate credit union products and services while consistently meeting the service standards established by the Credit Union.
Essential Responsibilities
- Performs all the duties of a Contact Center Representative I without supervision
- Meets established individual sales and service goals
- Researches and resolves complex member inquiroes related to all Credit Union accounts, products and services
- Performs outbound "Thank you and Service" calls to members based on established guidelines
- Performs outbound "Sales campaign" calls to members as directed
- Ability to write free form responses to members via email and chat channels. Responses that are accurate as to content, grammer and spelling, as well as concise and easy for the members to interpret.
- Provide assistance with the "buying process" by quoting rates on all products, taking secured and unsecured loan applications and/or sending applications to members.
- Provide eBanking and Bill Pay support
- Attend training offered through Learining and Development that is required for your position or approved by your Manager.
- Be present. Adhere to break and lunch schedule and maintain attendance within company and department policy guidelines.
- Notify Contact Center management of any service concerns by being attentive to call volume and service levels in the Contact Center
- Perform other duties as assigned.
One-year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience. Associate's degree preferred. Customer Service and/or call center experience, previous experience as a team lead, ability to work as a team, knowledge of MS Word, Excel, and Outlook. Able to use multiple programs simultaneously. Previous banking or credit union experience would be preferred. Proven ability to assist in team motivation. Strong customer service skills, strong ability to cross sell financial products. Ability to train new agents on all aspects of the position.