What are the responsibilities and job description for the Contact Center Specialist position at ServU Federal Credit Union?
Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers calls to appropriate departmentsESSENTIAL DUTIES AND RESPONSIBILITIES:
- Answer phones. Transfers calls to specific staff or departments as requested by the member.
- Process requests for check orders, change of address, stop payments, account maintenance, transfers, check and statement copies, or other account needs.
- Handle member requests provided through secure messaging.
- Complete digital banking password reset, unlock accounts, and assist with updating contact information.
- Provide information to members on electronic deposits and withdrawals, including loan payment methods.
- Answer member question on credit card payment and transaction history, declined transactions, balance transfers and other 1st level questions.
- Review debit card alerts, unblock cards as needed and escalate disputes to Card Services.
- Obtain working knowledge of all digital banking products and services; instruct members on how to complete tasks over the phone.
- Take payments over the phone via cash advance, transfers and credit card payments from outside accounts.
- Utilize various systems including but not limited to the core, back office systems for digital banking and card processors, and department specific core features.
- Complete maintenance on digital banking accounts through daily reports.
- Verify digital banking transfers and identify suspicious activity.
- Assist other departments in outgoing calls as needed.
- Perform clerical duties as assigned.
- Become proficient in all credit union services and products. Explain, promote and cross sell them to members as appropriate.
- Comply with all safety and security policies, practices and procedures. Report any unsafe or suspicious activities to your supervisor.
- Community involvement is a requirement of this position as outlined in the ServU Employee Handbook.
- Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign QUALIFICATIONS/REQUIREMENTS:
- One three years of similar or related experience
- Good computer skills
- Ability to handle multiple tasks simultaneously
- Excellent grammar and communication skills
- Ability to sit for long periods of time
- High level of confidentiality
- Timeliness and regularity of attendance are essential to the job