CONTACT CENTER REPRESENTATIVE

POSITION SUMMARY

The Contact Centers' primary responsibility is to provide quality member service by answering calls to members, addressing their needs, complaints, or other issues with products, loans, and services, responding efficiently and accurately to members, explaining possible solutions, and ensuring that members feel supported and valued.

EDUCATION AND/OR EXPERIENCE

High school diploma or equivalent. A minimum of one year credit union or comparable experience.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

Ability to operate a Windows based computer and knowledge of common web browsers. Must possess knowledge of teller policies and procedures and have a basic knowledge of all Credit Union products and services. Above average listening and verbal communication skills are needed to determine member needs and appropriate action. Should at all times display proper phone etiquette and must be service oriented. Must be bondable.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide exceptional member service.
• Answer and assist all incoming calls in a timely manner.
• Provide detailed assistance with the ability to troubleshoot user issues related to electronic services including home banking, bill payment, mobile banking, and financial management tools.
• Quote loan and certificate rates, service charges, restrictions, and other relevant information about products and services.
• Explain features and benefits of all Credit Union products and services and cross-sell services, as appropriate.
• Have a thorough knowledge of membership eligibility and procedures and fees for opening a new account.
• Process funds transfers between accounts and withdrawal requests, as appropriate.
• Process pre-authorized credit line advances.
• Provide account information such as account balances, check clearings, deposit postings and statement information.
• Explain procedures and initiate stop payments.
• Explain and initiate name and address changes.
• Assist members with problems and complaints: providing resolve when at all possible.
• Provide loan payoffs to members.
• Process incoming and outgoing wire transfers.
• Assist members in setting up and initiating Voice Response.
• Record and relay phone messages to other staff as necessary.
• Process incoming mail to include deposits, loan payments, credit card payments, etc.
• Keep abreast of all Credit Union products and procedure changes.
• Do account research and problem resolution on loans and other account transactions and ACH/Payroll problems.
• Technical Support: checking Credit Union e-mail and following up or forwarding as necessary.
• Required to follow policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), OFAC and the USA Patriot Act, Customer Identification Program (CIP) and Customer Due Diligence (CDD). Understands that failure to comply with these requirements may be subject to strong disciplinary action, up to and including termination by the credit union, as well as civil and criminal penalties.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit, stand, walk, and use hands to operate a standard computer. Employees may be required to sit for an extended period of time. Reasonable accommodation may be made to enable people with disabilities to perform essential functions, see HR (Human Resources).

HOURS

The hours of this job are standard and related to the needs of the membership and business flow. General hours are 7:30 – 5:00 Monday through Friday, although hours may change based on department needs.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhausted list of all duties, responsibilities, and skills required of personnel so classified.

We are an Equal Opportunity Employer. All qualified applicants will recieve consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disablility, veteran status, or any other characteristic protected by federal, state, or local laws.