Contact Center Representative

Description

Join Our Team

For over 70 years, Teachers Federal Credit Union has been committed to guiding members toward building a strong financial foundation today for a better tomorrow. Named one of America's Best-In-State Credit Unions by Forbes Magazine in 2022, Teachers has grown into one of the leading credit unions in the United States. As we broaden our national reach, we will continue to ensure that Teachers is a Best Place to Bank and a Best Place to Work. Teachers offers a variety of exciting career opportunities ranging from part-time and full-time staffers to executive leadership roles.

Summary:

The Contact Center Representative serves as the first point of contact for incoming calls, and establishing new membership and deposit accounts while maintaining daily operational duties.

Education and/or Experience:

• Requires a high school diploma or equivalent
• Minimum one-year call center, customer service, financial services, banking or insurance experience at an intermediate level of proficiency is required
• Credit Union or banking experience is preferred
• Requires passing compliance training to ensure adherence to legal and regulatory requirements, including banking security awareness
• Expected to gain full proficiency within 6-12 months with the expectation of career progression
• Able to learn and promote products and services quickly
• Able to work in a fast-paced environment with continued calls in queue
• Able to learn and use multiple systems and technology simultaneously
• Uses multiple systems and technology simultaneously and effectively
• Remains calm, patient, objective, and professional when presented with difficult situations
• Handles personal, sensitive information professionally
• Strong critical thinking skills with an emphasis on accuracy
• Focused with an ability to prioritize multiple tasks
• Strong attention to detail to include solid data entry with minimal errors
• Maintains confidentiality of Credit Union and member records during and after employment with Teachers

Job Responsibilities:

• Answers incoming caller inquiries about company products and services with a focus on delivering a high level of quality customer service using knowledge acquired through extensive on the job training and ongoing support and coaching
• Verifies and maintains caller account security using established processes, procedures, and various systems and technology
• Supports and educates members on the use of Online/Mobile Banking, Debit Cards, transactional account usages, general account inquiries and other services that are provided to members
• Performs call logging using CRM tools and performs routine tasks to fulfill caller requests
• Meets or exceeds contact center goals for metrics such as: first call resolution, quality standards, answer call rate, schedule adherence, and member survey results on a daily and monthly basis
• Opens various new accounts and services existing accounts; sets up new account files and provides callers with all necessary information for membership
• Interacts with existing and new members to increase sales of products and/or services.
• Performs member transactions which include loan payments and transfers
• Responds to members' inquiries, requests, and problems/complaints by resolving the issues directly and/or directing them to the appropriate person for specific information and assistance
• May redirect calls to other teammates or departments depending on the nature of the inquiry
• Performs various account file maintenance actions (e.g., account data changes, account closures, card orders, etc.)
• Processes check orders, stop payments, fraud claims, and other forms
• Works independently under moderate supervision to resolve member issues in a courteous and professional fashion.
• Problem solves accurately while using sound judgment at all times
• Complies with all applicable laws, regulations, Credit Union policies and procedures, and ensures compliance with all governing regulations, including: Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), Truth-in Savings and Fair Credit Lending Practices
• Maintains an ongoing awareness of developments/changes in policies, procedures, products and services
• Performs other duties as assigned

Benefits of Joining the Teachers Team:

We provide a competitive compensation and benefits package that includes, but is not limited to:

• This position is eligible for our annual discretionary bonus program. Some positions within the credit union also qualify for quarterly performance incentives
• Paid time off for vacation, personal days, and holidays
• 401(k) company contribution
• Teachers pays 100% of Dental & Vision premium
• Tuition reimbursement is offered to full-time employees
• Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers

The good faith range for this position is $21.50 to $24.50 an hour. This range is an estimate, based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law.

All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility.

To learn more about Teachers and to view a full list of our job opportunities please visit

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