Contact Center Representative

Job Title

Position Purpose

Upholds the Credit Union's mission of "We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve" by assisting members on the telephone and/or in person, providing a broad range of Credit Union information using a consultative approach, performing basic transactions (transfers, inquires), and making referrals to the appropriate individual in a professional and efficient manner. Places an emphasis on enthusiastic quality service and member advocacy while concentrating on building member relationships.

Essential Responsibilities

• Handles inbound call traffic through a multi-line phone system. Assists members by telephone and/or via electronic communication, determines their needs, and refers them to the appropriate individual. Provides routine and detailed information to callers. May take messages and distribute them in a timely manner.
• Concentrates on building financial relationships with members, using a consultative approach. Discusses special promotions, and makes member referrals to Member Service Representatives, Mortgage Lenders, and Financial Solutions Representatives, including arranging member appointments.
• Maintains an advanced knowledge of the Digital Banking system to work as the support team for members and employees within the organization.
• Educates members about Digital Banking, Digital Services and other products. Promotes applicable Credit Union products and services to new and existing members, presenting necessary information suited to members' needs.
• Maintains an effective working knowledge, including the technical aspects of the products and services offered to members.
• Maintains a strong understanding of the general functions of Credit Union departments and workflows in order to achieve first-call resolution whenever possible.
• May perform outbound calls including, but not limited to, term share certificate renewals.
• May quote interest rates, loan payment amounts and collateral valuations.
• Answers member questions and resolves member problems, concerns, and complaints including, but not limited to, refunding fees. Routinely tracks frequently asked questions and member concerns and follows up on member e-mails.
• May perform miscellaneous duties including, secure messages, guestbook messages, and completing miscellaneous projects for other departments, etc.
• Operates the voicemail system, forwarding messages to the appropriate people.
• May assist in training new employees.

Necessary Experience and Qualifications

Ability to read, write, and comprehend detailed and sometimes technical instructions, correspondence, and memos; and ability to add, subtract, multiply, and divide, using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education. Ability to operate a multi-line phone system and on-line computer terminals accurately and efficiently to process calls and member transactions. Must include good working knowledge of core computer system, Nautilus, Word, E-mail, Digital Banking and Excel. Must be able to operate a fax machine and adding machine as normally acquired in one to three months of on-the-job experience. Comprehensive knowledge of Credit Union products and services in order to provide information to members as normally acquired in three to six months of related experience with the Credit Union. May be cross-trained in the MSR areas. Communication/listening skills necessary to deal effectively and courteously with a diverse group of members and employees in high-stress situations. Ability to exercise independent judgment when addressing member problems. Analytical ability to understand instructions, straight-forward comparisons of numbers, and the ability to collect information from computer screens and other available sources to assist members. Must be able to analyze, research, and resolve member problems and determine the appropriate course of action in unique situations. Ability to stay in one place or work in a confined area for extended periods and to move about for up to ten percent of work time in order to distribute correspondence. Ability to concentrate and pay close attention to detail for over ninety percent of work time.

Work Environment and Physical Requirements

Office environment with moderate level of noise. Frequent use of telephone, copier, computer, fax machine and other office machines. Prolonged sitting or standing. Frequent mental and visual concentration.

Note: This job has the potential to work from home, contingent upon supervisor approval. Approval will be based on the Work From Home Policy eligibility requirements as well as the department needs.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify.