Contact Center Representative I

Contact Center Representative I

LAFCU's Contact Center Representative I provides excellent "first call resolution" service to Members calling into LAFCU's Phone Center. Offers information and promotes credit union products and services to build relationships. Processes transactions in the general areas of checking, savings, and other credit union products/services. This role is a full-time position and reports to the Manager of the Contact Center. This may be a hybrid remote position depending on successful completion of the 90-day performance review and skills training, as well as meeting job productivity/expectations and IT security requirements.

Job Summary / Description

• 45% Answers incoming calls promptly and efficiently; ensures members receive accurate information in a timely manner. Delivers excellent member service by phone to Members, with a professional and pleasant attitude at all times. Assists members in all areas relating to their financial needs per their request(s); includes responding to questions, performing transaction requests, resolving complaints, etc. according to policy and procedures.
• 15% Performs various file maintenance, within authorization limits, including fee reversals, releasing funds, processing requests for a change of address, updating IDs, check ordering, and issuing replacement debit cards, etc. Troubleshoots automated banking services and Mobile/Online Banking password resets/lockouts. Informs management of identity theft and account fraudulent activity. Reports lost/stolen/fraud debit cards & Visa credit cards appropriately. Performs research on accounts, identifies, and corrects Member issues. Completes documentation on accounts in accordance with credit union procedures.
• 10% Applies working knowledge of credit union savings and checking products and related services. Also utilizes basic knowledge of membership criteria, online banking and other digital services provided by the credit union. Ongoing familiarity with all required Contact Center systems and applications to assist members is essential. Provides support by crosstraining/sharing knowledge with others as requested.
• 10% Exercises strong oral and written communication skills to explain Credit Union policies and to resolve basic member concerns in a professional and personable manner.
• 5% Participates in department meetings as assigned. Documents meeting minutes and submits to pertinent departments and executives appropriately. Provides suggestions for streamlining department and credit union operations.
• 5% Completes basic lending phone processing requests and documentation according to credit union procedures. Includes placing loan follow-up communication documentation on Symitar if applicable.
• 5% Continually strives for max points in all categories of the Gamification Performance Scorecard.
• 5% Performs other requested tasks and miscellaneous functions/duties as assigned by Lead(s) and/or Department Management. Schedules branch appointments for members via TimeTrade.

Qualification & Opportunities

• One year to three years of similar or related experience.
• A high school education or GED.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Friendly and professional. Excellent communication skills: sound judgment, attention to detail and ability to write.
• Requires 6+ hours of sitting a day. Fine dexterity and use of computer keyboards for long periods of time. Requires ability to use telephone system for extended periods of time. Visual skills for computer and hearing skills for phone use. Also requires repetitive use of hands.

Salary

• The minimum and maximum base salary range for this position is $22.52 to $32.08 in California.
• The target starting base hourly rate is between $22.52 to $24.91.
• This compensation and benefits information is based on Los Angeles Federal Credit Union's good faith estimate as of the date of publication and may be modified in the future.
• The starting base salary within the range will depend on a variety of factors that may include relevant prior experience and/or education, or skills and expertise.

LAFCU is an Equal Opportunity Employer. We are committed to building an inclusive and diverse workforce.