Contact Center Rep 1 /Spanish required/FT/Onsite/Nashua

Job Description

Job Description

 

Essential Functions & Responsibilities:

- Welcomes members (via telephone) and completes transactions, within a reasonable period of time; with accuracy and equally sharing workload with other CCR's, while embracing and using the "Service Strategies" concepts. Opening accounts for new members and working to identify their perceived and unperceived needs, while maintaining absolute confidentiality, in regard to internal and external member information.- Professionally handle a large volume of inbound and outbound telephone calls.
- Handle member account transactions with accuracy and a sense of urgency.

- Work collaboratively with all internal members to resolve member inquiries in a timely and efficient manner.- To respond to all telephone and/or E-mail correspondences on the same day as they are received. Promote products and services via Sales Strategies, to meet or exceed department and company objectives; cross-selling.- On-line chat and e-mails, accurately input consumer loan applications (with assistance), answer basic questions, analyze credit reports, process banking transactions, quoting payoffs, setting up membership via on-line applications, troubleshooting on-line banking issues and set ups, and any job functions a "virtual branch" would handle.- Remain current, regarding TCU Products and Services, by previewing information provided. Seeking answers about such products and services and by participating in on-going training. Using knowledge of TCU products, services, and knowledge of operations to maintain and grow the membership by applying Sales Strategies that lead to, increased member loyalty through the use of both Service and Sales Strategies. Meet annual sales goal and maintain absolute confidentiality regarding member information.- Performs other duties, as assigned.

Knowledge and Skills:

Experience* One year (1) to three (3) years of similar or related experience

* Experience in a Contact Center Environment, preferred

* Previous Member/Customer Service, required

* Financial Services experience, a plus

* Previous Lending experience, a plus

EducationA high school education or GED

Higher education, a plus

Interpersonal SkillsCourtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others, inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, and/or soliciting cooperation.