Role: |
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A Contact Center Representative 3 will ensure that members' financial needs are handled in a friendly, accurate and timely manner, while utilizing "Service and Sales Strategies". They are the credit unions' telephone ambassador, creating a positive experience that directly contributes to member satisfaction and loyalty. The hours for this position, will include some nights and weekends. |
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Essential Functions & Responsibilities: |
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| - Professionally handle a large volume of inbound and outbound telephone calls. Handle member account transactions with accuracy and a sense of urgency. Be proficient in all the duties of a CCR 3. Adhere to TCUs policies and procedures. Equally share the workload with your peers and respond to members requests in a timely manner. Assisting the CCABM and the CCAVP with various operational procedures. At times, may need to make operational decisions in their absence. Be a primary resource for their peers. Work collaboratively with all internal members to resolve all member inquiries, in a timely and efficient manner. |
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| - Welcomes members (via telephone) and completes transactions, within a reasonable period of time; with accuracy and equally sharing workload with other CCR's, while embracing and using the "Service Strategies" concepts. Opening accounts for new members and working to identify their perceived and unperceived needs, while maintaining absolute confidentiality, in regard to internal and external member information. |
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| - Remain current in regard to Products and Services by reviewing information provided. Seeking answers about such Products and Services by participating in on-going training. Using the knowledge of Triangle's products, services, and knowledge of operations, to maintain and grow the membership by applying those sales strategies and lead through the use of both Service and Sales Strategies. Meet annual sales goals and maintain absolute confidentiality regarding member information. |
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| - To respond to all telephone and/or e-mail correspondences, on the same day as they are received. Promote TCU products and services to meet and/or exceed department and company objectives, cross selling. |
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| - On-line chat and e-mails, take and input accurately, a consumer loan application (on your own), analyze credit reports, process banking transactions, quoting payoffs, setting up membership via on-line applications, troubleshooting on-line banking issues and set ups, and any job function a "virtual branch" would handle. Accurately input a consumer loan application, on your own, and answer both basic and complex lending questions. Ability to process business loans under $50,000, to the point of closing. |
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| - Primary backup for various processes, as needed and defined by the Contact Center Manager. |
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| - Performs other duties, as assigned. |
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Knowledge and Skills: |
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Experience | * Three (3) or more years of similar or related experience
* Experience in a Contact Center Environment, preferred
* Previous Member/Customer Service, required
* Financial Services experience, required
* Previous Lending experience, required |
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Education | A high school education or GED.
Higher education, a plus |
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Interpersonal Skills | Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others, inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, and/or soliciting cooperation. |
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Other Skills | * Sales Acumen
* Strong Computer Skills
* Good Communication Skills
* Detail Oriented
* Multitasking
* Problem-Solving Skills, essential
* Organizational Skills
* Attention to Detail
* Basic Math Skills
* Ability to work independently and/or part of a team |
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Physical Requirements | Ability to sit for extended periods of time
Ability to bend, twist, squat and/or reach |
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Work Environment | fast paced/team oriented/office based/ work from home/hybrid a possibility |
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