What are the responsibilities and job description for the Contact Center Specialist position at SECNY Federal Credit Union?
SECNY Federal Credit Union is currently looking for a Contact Center Specialist for our Contact Center in Fairmount. This position oversees the complete interaction of member requests by phone, internet, or other electronic means. Must have knowledge and experience dealing with member requests such as lending, back office, digital services, and branch management.
Duties & Responsibilities:
- Interacts with members via phone or email to provide information in response to inquiries about products and services and to handle and resolve complaints.
- Assists members with routine account-related requests such as transfers, stop payments, inquiries about credit union products and services, inquiries about debit card usage and limits, inquiries about checking and saving account transactions, inquiries about funds availability, service charges and more.
- Research member questions regarding electronic funds transfers and initiates "Reg E" disputes when appropriate, including the completion of all necessary documents and affidavits.
- Answer questions and recommends corrective services to address member complaints.
- Diagnoses member needs and/or concerns and resolves problems by researching, locating, and providing information and product/service recommendations.
- Ensures timely resolution of members escalated issues along with root cause analysis to avoid reoccurrence.
- Handles difficult member calls in a courteous and professional manner, providing quality member service.
- Fulfills requests by clarifying desired information, completing transactions, forwarding inquiries to appropriate department(s).
- Cross-sells credit union products and services in accordance with the credit union's program standards by recognizing opportunities.
- Displays exceptional decision-making and problem-solving capabilities to take immediate action on all calls.
- Participates in Onboarding activities.
- Communicates credit union policies and provides creative approaches to resolve member issues.
- Stays fully informed of all new information related to products, procedures, member needs and relative issues, changes, or actions.
- Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, etc.
Education/Experience:
High school diploma or general education degree (GED); and 2 years related experience and/or training; or equivalent combination of education and experience.