Senior Contact Center Specialist

Job Category Contact Center Employee Type Regular Full Time Required Degree High school Manage Others Yes Join Our Team Summary The Senior Contact Center Specialist serves as the first point of contact for all types of account inquiries through multiple channels (e.g., calls, chat, email, etc.) while maintaining daily operational duties. Education and/or Experience Requires a high school diploma or equivalent Minimum two-years advanced contact center, customer service, financial services, banking or insurance experience with full proficiency in a broad range of activities related to the job is required Credit Union or banking experience is required Requires passing compliance training to ensure adherence to legal and regulatory requirements, including banking security awareness Full proficiency of all company products preferred Solid business writing skills is required Works well in a fast-paced environment with continued calls in queue Uses multiple systems and technology simultaneously with a focus on speed of use 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 CU 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 interaction logging using CRM tools and performs routine tasks to fulfill caller member/non-member requests Meets or exceeds contact center goals for metrics such as: one first call contact 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 Promotes and completes applications for lending products/consumer loans 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/emails/chats/etc. to other teammates or departments depending on the nature of the inquiry Processes check orders, stop payments, fraud claims, and other forms Independently performs a wide range of complex duties under general guidance from supervisors. Resolves 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 $27.30 to $30.35 hourly. 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. #J-18808-Ljbffr Teachers-Federal-Credit-Union