Contact Center Rep

Contact Center Representative

Not just a Customer Service Representative, but a Contact Center Representative! We (OnPoint Community Credit Union) are a not-for-profit financial institution and are Member owned. That's right, our Members own us and we are here to serve them with the best customer service out there! Our Contact Center team sits in our Clackamas Operations Contact Center and are the first line of communication with our Members who call in for a variety of questions, transactions and other financial services and needs. Through an interactive, responsive and consultative approach, Contact Center Representatives are responsible for effectively handling in-bound calls and emails from our Members and are passionate about providing extraordinary Customer Service. They use knowledge of financial products, services, procedures, as well as customer service skills to conduct a variety of account transactions, provide information and support, address and resolve issues/concerns and refer business to callers in a manner exceeding customer service satisfaction. OnPoint employees are rewarded, acknowledged and appreciated! We take care of our Members and OnPoint takes care of us by offering employees a generous vacation package, incentives, competitive hourly pay, 100% - paid employee medical, dental and vision premiums, Tri-Met / parking passes, 401k matching, tuition reimbursement and more!

Responsibilities

• Effectively communicates with members and colleagues on general and complex inquiries and skillfully use customer service skills to find resolutions and answers to inbound calls and emails. Identifies solutions leading to the retention and the building of member relationships while consistently maintaining a high level of customer service.
• Exceeds customer service standards while maintaining peer average call volume.
• Answer all inbound calls by welcoming callers in a polite, friendly and professional manner. Continue great customer service throughout the phone call by thanking caller by name, demonstrating interest and willingness to help, projecting energy in tone, being friendly and genuine and ensuring callers' needs are fulfilled.
• Effectively handle high inbound call volume while representing Credit Union in a friendly and professional manner while providing exceptional customer service to Members.
• Answers questions, troubleshoots requests and brings appropriate resolution to account problems.
• Maintains knowledge of all products, services, and processes offered by the Credit Union to effectively build member relationships and provide superior customer service.
• Refers financial products and services and meet established referral goals set by Contact Center Manager.
• Understands the practices of various support departments and the overall impact on customer service and the work flow.
• Is knowledgeable of and adheres to established policies, procedures and processes and exercises appropriate approval authority.
• May assist in training new and existing employees, in conjunction with Contact Center management and the Training Department.
• May perform outbound calling to build member relationships.
• Perform other duties as assigned.

Knowledge, Skills & Competencies

• Possesses excellent written and oral communication skills. Use language effectively to gather information and facilitate the exchange of thought and ideas. Expresses self clearly and logically.
• Possesses exceptional analytical skills and use of sound judgement. Is competent at applying logic to solve problems.
• Is proficient in arithmetic, ten-key and basic computer skills
• Competently handles a variety of task simultaneously independently.
• Competently works under pressure, is skilled at calmly diffusing highly charged situations and works with a sense of urgency.
• Proficient at researching and analyzing information.
• Possesses strong interpersonal skills. Possesses excellent collaboration skills and uses positive communication techniques in order to effectively resolve conflict.
• Is a quick and thorough learner and competently applies newly learned information.
• Is quick to adopt and support frequent updates and changes.
• Must be detail oriented and skilled in data entry.

Requirements

• High School Diploma or equivalent
• Preferred one year customer service experience
• Application of basic computer skills
• Preferred previous job duties in a CSR / Customer Service Representative titled position
• Knowledge of financial institutions and bilingual skills a plus
• Experience in the use of general math, experience with ten-key and basic computer skills
• Must have Saturday availability

Starting Pay: $22.25 per hour with no previous banking experience!

At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background. We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don't let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.