Contact Center Specialist

Job Description

Job Description

Role: Assist members through telephone, email, or online chat by providing support and information about products or services, efficiently resolving inquiries, and ensuring a positive member experience.

Essential Functions & Responsibilities:

• Assist current and potential members with their telephone requests, including answering questions about products and services, resolving issues within their authority through research or referring problems beyond their scope to their supervisor, along with providing recommendations. Help members with digital banking solutions, perform basic troubleshooting, and escalate complex issues when necessary.
• Responsible for maintaining records in the core systems and managing the processing of electronic forms.
• Provide assistance with card services, transfers, loan payments, and all account maintenance tasks.
• Identifies cross-sell opportunities and cross-sells services to members.
• Performs other job related duties required or assigned.

Performance Measurements:

1. Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
2. Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
3. Efficiently address and resolve member requests and issues at first contact when possible.
4. Process transactions accurately and use active listening to provide effective solutions.
5. Proactively recommend beneficial products and services, such as eStatements and self-serve options, to eligible members.
6. Contribute to the overall Call Center Quality Loop score of 6.85 or higher by consistently delivering exceptional member experience.

Knowledge and Skills:

Experience:   One to three years of similar or related experience.

Education:    A high school education or GED.

Interpersonal Skills:    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.

Other Skills:    Good listening and telephone skills. Ability to navigate through multiple computer systems. Operate a 10-key calculator, a computer keyboard, and multiple computer screens. Make decisions with minimum information.

Physical Requirements: Light lifting required.