Contact Center Account Consultant I

Contact Center Account Consultant I page is loaded Contact Center Account Consultant I Apply locations Midlothian, VA time type Full time posted on Posted 5 Days Ago job requisition id R-101494 Job Description:

PRIMARY FUNCTION:

The Contact Center Account Consultant I’s primary function is to answer telephone inquiries regarding deposit and loan accounts while promoting credit union products and services and consistently giving quality service to members and all co-workers throughout the credit union.

JOB DUTIES AND RESPONSIBILITIES:

Perform all of the following functions in a call center environment on the phone: Inform, Educate, and Advise members, regardless of the individual circumstances. Perform transfers, withdrawals, loan payments by transfer and advances from lines of credit by transfer or check. Takes check orders over the phone and processes Credit Card Payments. Assist members with the transfer program, payroll deductions, direct deposit, stop payments, SuperCheck and credit card inquiries. Promote the credit union by cross-selling products and services focusing on department goals and member needs. Handle member inquiries and solves problems. Other duties may be required and assigned by the supervisor. Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies. Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security. Report all Risk Management Policy violations in accordance with policy.

EXPECTATIONS:

M eet Contact Center service quality standards. Consistently give quality service to external and internal members. Treat members courteously and professionally while handling their requests promptly and accurately. Evaluate members’ needs and make recommendations that will help them achieve their financial goals. Consistently meet or exceed monthly cross-selling, quality, and time management goals. Build relationships with credit union members and team members. Contribute towards individual, team, & department goals while promoting team spirit. Give feedback to the Managers and Supervisors about department and team goals and incentives. Attend training sessions as directed by Manager or Supervisor to keep skills current. Keep all member and credit union business confidential.

JOB QUALIFICATIONS:

Knowledge: Credit union or banking industry knowledge preferred. Skills: Must be able to operate a computer and other office equipment. Must be skillful when working with details such as numbers and names. Must have the ability to effectively communicate with members both verbally and in writing. Must be able to work in a stressful environment while being flexible. Must have the ability to consistently provide excellent service. Minimum Education and Experience: High school degree with additional business courses preferred. Prior experience in a busy public contact position at a credit union, financial institution, or a retail outfit. Must have experience with computers. Must have experience in handling member requests and inquiries. Contact center experienced preferred.

PHYSICAL REQUIREMENTS:

Ability to sit for long periods of time. Infrequent lifting or carrying of objects up to 10 pounds. Ability to speak and hear clearly with reasonable accommodation. About Us We’re proud of the opportunities, training, benefits and work-life balance we provide to those who help people take their money further, and reach their goals sooner. We strive to provide a culture where employee development, teamwork, integrity, respect and quality of life are the cornerstones of delivering superior member experience. We thank our employees for making us a part of our community’s "Top Workplaces" and are always looking to add people to our team who share our passion for helping members build their finances and confidence. In return, we offer employees a challenging and rewarding work environment and are committed to maintaining an atmosphere that promotes teamwork and continual improvement. Virginia Credit Union is an Equal Opportunity Employer. Member One We've officially merged with Member One Federal Credit Union, now a division of Virginia Credit Union. This merger signifies a step forward in providing our members with a better banking experience and more robust financial products, services, and benefits. Virginia Credit Union employees in the Roanoke and the surrounding area support the Member One division and its members. #J-18808-Ljbffr Virginia Credit Union