Contact Center Representative

Serves as a liaison between the members and the credit union by completing a variety of services and transactions. Responsible for handling calls, both inbound and outbound, as well as video conference transactions, which deal with a range of different requests such as account inquiries, balance transfers, fraud issues, ATM/debit card issues, Online/Mobile banking inquiries, loans etc. Using CML skills, advising members of different products and services offered by Pyramid FCU that will help improve their financial life.

Duties
1. Proficiently perform all duties and responsibilities of a Teller.
2. Understand the core system and all remote delivery systems available to the members (i.e. online, mobile, and text banking, online eStatements, remote deposits).
3. Complete all member transactions, processing duties, balancing and documentation procedures, as assigned, accurately and within the designated timeframes via telephone and online channels.
4. Facilitate efficient operations to resolve problems quickly, efficiently, and in a positive manner.
5. Seek out opportunities to promote Pyramid FCU products and services that will benefit the member while achieving expectations and goals set by the credit union.
6. Gains the trust of the members by being honest, keeping commitments, and treating them with respect.
7. Conveys information to our members in a clear, compelling way that will positively affect their thoughts and actions.
8. Resolves members’ problems and concerns in a timely manner while maintaining their self-esteem.
9. Demonstrates skill in telephone/contact center operations including phone-based service, sales, and operational interactions.

Performs other duties as assigned

Responsibilities:
1. Represent Pyramid in a courteous, efficient and professional manner at all times.
2. Maintain positive attitude when dealing with members, coworkers and visitors. Create positive energy in your teams.
3. Maintain a working knowledge of the many aspects of the credit union to better serve members.
4. Work cooperatively in a team environment with other staff members.
5. Consistently maintain good attendance and professional appearance.
6. Understand and adhere to established credit union policies/procedures; comply with all regulatory requirements for security, loan and deposit products.
7. Ensure highest level of accuracy and confidentiality in all credit union business.
8. Attend ongoing training functions, upon request.

Preferred Qualifications
1. Strong sales oriented customer service skills and a thorough knowledge of credit union systems, (retail and operations).
2. Demonstrated ability to complete tasks with high degree of accuracy and adhere to deadlines; detail-oriented.
3. Demonstrated ability to resolve problems and misunderstandings for members.
4. Demonstrated ability to effectively manage and defuse conflict.
5. Demonstrated ability to effectively communicate both verbally and in writing.
6. Preferred (not required) Fluent Bi-lingual in Spanish.
7. Skills to handle many tasks at different degrees of difficulty. Competence and initiative to take on additional responsibilities. Ability to manage time and set priorities.
8. Demonstrated ability to efficiently use Microsoft office, email, and common branch banking, eBanking, and mobile banking software.
9. High school diploma, or equivalent, preferred.

Job Type: Full-time

Pay: $17.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Physical setting:

• Call center
• Office

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Banking: 1 year (Preferred)
• Customer Service: 1 year (Preferred)
• Call Center: 1 year (Preferred)

Work Location: In person

Salary : $18