Contact Center Representative I

This job was posted by https://www.vermontjoblink.com : For more information, please see: https://www.vermontjoblink.com/jobs/1408393 **Who We\'re Looking For:** We are seeking a dedicated team player to join our Contact Center. The ideal candidate will be:

• A clear, confident communicator with excellent phone etiquette who thrives in a fast-paced, service-focused environment.
• A problem-solver with previous customer service experience (call center or financial institution experience preferred).
• A dependable, detail-oriented team player who can multitask, follow procedures, and consistently deliver an exceptional member experience. **What You\'ll Be Doing:**
• Serving as the first point of contact for members: answering and resolving inquiries, performing account maintenance, and providing accurate information on products and services.
• Identifying and preventing fraud, documenting cases, verifying member identities, and ensuring full compliance with credit union policies and regulatory requirements.
• Opening new accounts, cross-selling products, meeting performance goals, and collaborating with supervisors and team members to ensure smooth operations and high-quality service. **Why Join Us:**
• Heritage Family Credit Union is a dynamic and member-centric organization committed to making a positive impact on the lives of our members. We believe in delivering not just financial services but fostering meaningful relationships that enhance the overall well-being of our members and communities. With a focus on education, integrity, and community, we strive to be the preferred financial partner for our community.
• Benefits Include: -
• Paid time off in addition to paid federal holidays
• Medical, dental, and vision benefits to employees who regularly work 24 hours a week
• 401k match
• Ongoing training opportunities
• 8 hours of volunteer time with an organization important to you
• Reimbursement each month for Gym membership (up to \$25), hobby reimbursement (up to \$25) and fresh local foods (up to \$25 on a seasonal basis) **Salary Range: \$23.50 Start** **Summary:** As a Contact Center RepresentativeI, you will be the first point of contact for our membership, handling inbound and outbound calls in a fast-paced environment. Serves members promptly and professionally while providingan exceptionalmember experience over the phonefor member service requests. **Essential Functions:**
• Answer incoming calls promptly and professionally to respond and resolve members inquiries and requestsregardingtheirmembership with a focus on one call resolution.Perform other services such as wire transfers, disputes, etc. along with other account maintenance.Provideaccurateinformation about products,servicesand company policies.Follow-up with members and escalate issues to supervisors when necessary. ```{=html}
  
  

```

• Havea strong senseofidentifyingand preventing fraudulent activity.
  
  

Work closely with the supervisor and compliance team to protect our members and company fromfinancial loss. Document all fraud cases andmaintainaccuraterecords in credit union systems. ```{=html}

```

• Maintain an up-to-date and comprehensive knowledge on all credit union products and services that are handled or promoted bytheContact Center Representative I. Proactivelyidentify, promote, explain and cross-sell credit union products and services. ```{=html}
  
  

```

• Adhere to all credit union policies, procedures, and regulatory requirements, which include but are not limited to, Anti-Money
  
  

Laundering (AML) and Bank Secrecy Act (BSA) products. ```{=html}

```

• Adhere toestablishedidentification procedures to verify he identity of members for both inbound and outbound calls. Document verification steps accurately in all systems. ```{=html}
  
  

```

• Open new accounts with a high level of proficiency, including, but not limited toconsumer and business sharedraft accounts, term share certificates, debit cards and more.Verify that all account forms have been properly and accurately completed, ensure proper follow-up on informationrequiredto complete the account process, andsubmitall account documents for reviewin a timely manner. ```{=html}
  
  

```

• Meet or exceed key performance metrics, including but not limited to call goals, quality assurance, andmember hold time expectations. ```{=html}
  
  

```

• Establish andmaintaineffective coordination and working relationships with area personnel and with management. Keep thecontact centersupervisor and manager informed of area activities of any significant problems or concerns **Qualifications:**
• Education:A high school diploma or equivalent ```{=html}
  
  

```

• Experience:Previousexperience in a customer or member service role isrequired.Previousexperience in a call center environmentor for a financial institutionis preferred. Skills:Excellent phone skills/etiquette and ability to communicat