Contact Center Specalist

SUMMARY

Under the general supervision of the Contact Center Supervisor, the Contact Center Specialist is responsible for performing a wide range of banking transactions, assisting members with their banking needs and effectively cross-selling products, services and solutions. Promotes and maintains a positive image of CoastHills.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all functions, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.

Processes banking transactions, such as withdrawals, transfers of funds, requests for account information, etc. by telephone, mail and/or digital communication channels.

Opens share accounts and closes accounts as requested.

Responds to member concerns and requests; assists with completion of forms and documents.

Prepares and processes authorized account changes.

Processes cashier’s checks, money orders and other services and transactions.

Ability to explain all electronic correspondence with Access to XDI Portal.

Explains, promotes and cross sells CoastHills services, products, cross-sells Wealth Management, Consumer Loan, Commercial Banking and Real Estate accounts and services.

Proactively responds to members’ inquiries and requests using product knowledge.

Researches member issues and questions in Base2000.

Operates a variety of office equipment and machines.

Researches member issues involving NSF return items and claims of fraudulent account activity.

Researches account loan transactions to resolve payment issues.

Researches, orders and assists with all debit card issues.

Uses Loans PQ to assist members with application status, branch assignment and denial reason.

Provides information to members on loan options, rates, terms and collateral requirements. Informs members of necessary information required to complete loan applications.

Provides information regarding State/Federal regulations to members when issues arise.

Prepares and processes stop payments/revoke authorizations, check orders, account disputes, Skip-A-Payments, payment processing, and bank wires.

Assist with digital banking, Bill Pay, ATM and mobile deposit questions/issues and follow up.

Researches GAP (Guaranteed Asset Protection) MBI (Mechanical Breakdown Insurance), Debt

Cancellation (Life, Unemployment, Disability), and CPI issues that members encounter and provides documentation requested, answering members’ questions regarding loan coverage.

Uses Support Dashboard to reset digital banking, allow access to FI-FI and respond in message center.

Regularly attends and participates in in-house training.

Performs duties as assigned by management and may be assigned to work at any location.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience

Minimum one year of customer service and/or cash handling experience in a retail or banking environment.

Certificates, Licenses and Registrations

None.

Knowledge

Successful completion of core competencies certification and Member Services Officer Level 2 certification within six months of employment.

Knowledge of branch operational activities and basic understanding of lending practices and policies.

Other Skills and Abilities

Successful completion of pre-employment testing.

Operates a variety of office equipment and machines.

Ability to travel, attend, and participate in training and meetings at various locations.

AFFIRMATIVE ACTION/EEO STATEMENT:

CoastHills is an Equal Opportunity/Affirmative Action employer. We will consider all qualified applicants for employment without regard to race, color, religion, ancestry, gender, pregnancy, sex, sexual orientation, transitioning status, gender identity, gender expression, national origin, age, genetic information, military and veteran status, marital status, medical condition, mental disability, physical disability, or any other basis protected by local, state, or federal law.

For our EEO Policy Statement, please click here . If you’d like more information on your EEO rights under the law, please click here .