Contact Center Specialist I

Contact Center Specialist I

Receives incoming calls and determines the products, services or resources that the caller requires (or could benefit from). Provides direct support services to customers/members; or, connects them with the appropriate staff representative. Provides friendly, professional, confidential and effective assistance to customers and company associates assuring a positive experience and minimizing wait time. Typically has six months to two years or more of experience.

This job description may not be all-inclusive and employees are expected to perform all other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.

Responsibilities

• Answer inbound telephone calls, Banno Conversations, and emails in a professional and courteous manner. Assist as necessary, but is not limited to: processing member transactions; handling account inquiries, and other requests.
• Assist with processing, setup and troubleshooting electronic services including Blue Pay, ACH, Banno, Digital Banking, etc.
• Develop member/credit union relationships through additional products and services which will assist members in meeting their needs. Determines member needs and identifies type of accounts or services appropriate to those needs. Meet and maintain assigned goals in the member education program.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge and Skills

Call Center and customer service experience is strongly preferred. Six months to two years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses

A high school degree or GED is required.

Interpersonal Skills

Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions.

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.