Contact Center Representative I

Contact Center Representative

Responsible for presenting and explaining a basic number of credit union products and services to members and prospective members via telephone, correspondence or email. Assists and encourages members to utilize these products and services. This person requires an ability to communicate effectively and pleasantly with all prospective and current members and to represent the credit union positively and professionally. Able to perform Member Service Representative functions as needed.

Per prescribed methods and operating policies and established practice, the Contact Center Representative provides the following services by phone, fax, mail, internet, chat or email:

• Researches and solves member questions, problems and complaints concerning credit union accounts
• Cross-sells credit union products and services. Processes basic financial transactions for members including such functions as opening and closing of accounts, issuing checks, processing account transfers, issuing certificates and drafts, and processing stop payments and check orders. Mail correspondence, applications and information
• Responds to routine member inquiry regarding the operation of accounts, access to services, account discrepancies, adding or reducing service features on various accounts, and assisting members
• Operates computer to accurately post transactions, access account information, balance transactions, and generally update member account transactions and information
• Assists members with information on safety deposit boxes, traveler's checks, money orders, IRA contributions and withdrawals and basic loan account questions
• Provides information and troubleshooting support for Visa debit, credit and ATM cards
• Assists members and credit union staff with E-services support.
• Performs such other member service functions that might be needed from time to time and assists others in completing tasks and work assignments.
• Keep all credit union member and employee-related business in the strictest confidence

Our individual contributor success competencies, coupled with our CORE Values, drive our ability to fulfill our Promise of "Guiding members in the direction of their dreams".

• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. Readily takes action on challenges, without unnecessary planning
• Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity
• Communicates Effectively: Develops and delivers communications that convey a clear understanding of the unique needs of different audiences
• Member Focused: Builds strong member relationships and delivers member-centric solutions, both internally and externally
• Self-Development Focused: Actively seeks new ways to grow and be challenged using both formal and informal development

The statements in this job description are intended to describe the essential functions and minimum qualifications for this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Job descriptions are not intended nor do they create an employment contract and are subject to change at any time to accommodate business necessity. The Credit Union maintains its status as an at-will employer where applicable. In support of Horizon CU's goals employees may perform other duties as assigned and all employees are expected to:

• Exemplify our CORE Values
• Promote teamwork and collaboration
• Provide our members with the highest quality service

The full pay range for this position across all the states in which we hire is $18.85-$26.39 . The figures shown represent the minimum and maximum of the range for this role. Individual offers are made dependent upon a candidate's experience, education, and skill level.

We know there's more to life than just a job. Our benefits are designed to help support our employees and their well-being. Take a look at what we have to offer:

• Medical, Dental, & Vision Insurance for full-time and reduced full-time employees & their families
• Telemedicine for part-time employees
• Paid Group Life and Disability Insurance
• Employee Assistance Program
• Tuition Reimbursement Program
• 401K Retirement Savings
• Employer 401K Retirement Contributions & Matching upon eligibility
• Discretionary Annual Incentive Bonus based on eligibility criteria
• Paid Time Off per Full Calendar Year:
• 10 hours of PTO per month (prorated for reduced full-time and part-time)
• Paid Birthday Holiday
• 2 Paid Wellness Days
• Up to 24 hours of Paid Volunteer Time annually
• 11 Paid Holidays
• And More!

High school diploma or general education degree (GED); one year's related experience and/or training; or equivalent combination of education and experience. Thorough knowledge of credit union's computer system for performing basic input/output tasks. Related work experience may substitute for education.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
• Ability to operate CRT unit including input, output, and inquiry to member accounts and other account information required in the member service function.
• Ability to operate standard office equipment and tools, such as personal computers, postage machines, fax machines, telephones, photocopiers, and typewriters.
• Ability to accurately handle transactions speedily when dealing with members.

To perform the essential functions of this position an employee must be able to meet the following workplace demands: the ability to converse with others, detect sound, identify and detect objects, count, read, write, operate a computer, handle and feel objects, reach with hands/arms and be stationary and/or stand and/or move for long periods. Occasionally an employee will lift/pull/push and carry up to 25 to 50 pounds, stoop, kneel, crouch, crawl, climb and be able to maintain balance doing these activities. Position requires sound reasoning, good judgment and ability to apply knowledge toward work activities. The noise level is moderate and typical of a normal office environment. In accordance with the Americans with Disabilities Act, Horizon Credit Union will provide reasonable accommodation/s to qualified individuals with disabilities to perform essential functions, unless such accommodations would cause the employer an undue hardship. To request an accommodation, please contact Human Resources.