What are the responsibilities and job description for the Contact Center Representative position at Health Advantage Credit Union?
The primary purpose of this position is to assist Health Advantage Federal Credit Union in achieving its vision to be the financial institution of choice among all eligible members and to provide programs and services that will enhance the lifelong wellbeing of our members.
Working as part of a team, the Contact Center Representative I is directly responsible for receiving and directing contact from members, ensuring that requests and questions are resolved promptly, courteously, and professionally.
Main Responsibilities and Duties
· Answer incoming calls, determines the needs of the caller and verify the caller’s identity, minimizing the caller’s time and effort in resolving their concern. Research member inquiries to ensure proper follow up and satisfaction. Continuously check voice mail and reply to these calls accordingly.
· Identify products/services that might be beneficial to members and provide information about their value and benefit. Actively cross sell Credit Union products and services as related to member’s needs, to ensure consistently meeting Solutions goals. Keep members informed of Credit Union services and policies.
· Perform teller functions accurately for members (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions, reissue and reset pin numbers, process loan or credit card payments, etc.) to assure member’s needs are addressed in a polite and friendly manner.
· Connect members with ancillary services including Bankjoy, Joy, Bill Pay, Ezcardinfo and any other services.
· Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling member requests and merchant verifications.
· Maintain an up-to-date and comprehensive knowledge of Credit Union products and services. Support the solutions program of the Credit Union.
· Refer members to the proper department for issues that cannot be resolved within your department. Assist area personnel and all other staff members as required, handling contacts and follow-up professionally. Complete required reports and related documents promptly and accurately.
· Ensure that work area is clean, secure, and well maintained.
· Follow all Credit Union policies, procedures, legal and regulatory requirements, including, but not limited to, understanding of the compliance with the Credit Union’s BSA/CIP/OFAC program. Keep members informed of Credit Union services and policies.
Maintain and project the Credit Union's professional reputation. Maintain privacy of member account information.
Job Type: Part-time
Pay: From $15.21 per hour
Expected hours: 15 – 30 per week
Benefits:
- 401(k) matching
- Paid time off
Education:
- High school or equivalent (Preferred)
Experience:
- Banking: 1 year (Preferred)
Work Location: In person
Salary : $15