Contact Center Representative II

SUMMARY

The Contact Center Representative II will be responsible for providing quality member service and handling all member transactions accurately and efficiently utilizing ITM technology. This position will be a subject-matter expert for the credit union on our products and services and ensure that knowledge on specialty is up-to-date.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Promptly respond to member contacts via phone, email, online applications, live chat, and text, delivering professional, accurate, and efficient service.
• Provide information and superior service needs and inquiries to members by handling specified phone calls, info emails, online applications, live chat, text messaging, and plastic cards, ensuring the highest quality of member service.
• Responsible for processing and maintaining debit card and credit card inquiries and needs

• Open new accounts via online applications, ensuring documentation and disclosures are accurate and complete.

• Assist members with basic questions regarding loans, remote access, and other services and suggest products and solutions to member.

• Actively cross-sell products and services based on member needs.
• Stay informed on account-related policies, procedures, and regulations to ensure accurate information and compliance.
• Comply with applicable laws, rules and regulations, policies and procedures including security and robbery procedures, pertaining to the credit union.

• Maintain a clean, secure, and organized work area, protecting member data and financial materials.

KEY COMPETENCES

• Clear and professional verbal and written communication
• Active listening and empathy
• Ability to explain complex information in a simple, member-friendly way
• Ability to spot discrepancies and resolve issues efficiently
• Ability to quickly learn and adapt to new technologies
• Willingness to support coworkers and contribute to a positive work environment

EDUCATION and/or EXPERIENCE

• High School Diploma or similar, plus minimum 2 years of experience in related field.

PHYSICAL DEMANDS:

• Must be able to sit or stand for prolonged periods of time.

• Occasional lifting of up to 10 pounds may be required.

• Frequent use of a computer and office equipment.

• Ability to communicate effectively in person and over the phone.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

ABOUT US
At Voyage Federal Credit Union, our mission is to create meaningful impact through committed service and uncomplicated solutions. Our team lives by the values of TRAVEL – embodying Teamwork, building lasting Relationships, staying adaptable with Agility, embracing the Voyage to new opportunities, upholding unwavering Ethics, and inspiring Leadership at every level.

Every team member plays a vital role in helping us build meaningful relationships and deliver exceptional service at every touchpoint.