Contact Center Specialist

Contact Center Representative

Responsible for providing superior member service and maintaining strong professional relationships with members over the phone. Responds to member telephone calls and assists with information requests. Courteously and promptly resolves member problems, or refers them to appropriate personnel. Actively cross-sells Credit Union products and services. Completes related records, reports, and documentation. Performs miscellaneous maintenance duties as required. Keeps management informed of area activities.

Essential Functions and Basic Duties

• Assumes responsibility for the effective and professional completion of Contact Center Representative functions.
• Provides detailed information to members on Credit Union policies, procedures, and programs.
• Provides detailed information to members on accounts, payments, interest rates, blue book estimates, loan options, and savings programs.
• Performs account maintenance functions and automatic transfers for loan payments.
• Presents and explains Credit Union services and products to members and assists in meeting their financial needs. Opens and closes accounts. Orders checks for members' accounts. Receives payroll deduction and authorization forms.
• Answers questions and solves problems for members by listening to problems, collecting data, and reporting results to the inquiring member.
• Receives and directs members and telephone calls. Responds to inquiries and questions if possible or directs them as necessary. Records and relays messages.
• Performs address changes, name changes, suffix type changes as needed.
• Keeps members informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, and other related services.
• Maintains and projects the Credit Union's professional reputation. Maintains privacy of member account information.
• Actively cross-sells Credit Union products and services.
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
• Completes weekly Contact Center statistical reports.
• Keeps supervisor informed of area activities and significant problems.
• Completes required reports and records accurately and promptly.
• Attends and participates in meetings as required.
• Assumes responsibility for related duties as required or assigned.
• Assists other departments as necessary.
• Performs related clerical duties as needed.
• Assists in verifying accounts, copying checks, and mailing correspondence.
• Keeps work area clean, secure, and well maintained.
• Actively and professionally cross sells Credit Union services.

Performance Measurements

1. Contact Center Representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
2. Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved.
3. Accurate and complete information about Credit Union products and services is provided to members.
4. Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Supervisor is informed of activities
5. Required reports and records are accurate, complete, and timely.
6. The Credit Union's professional reputation is conveyed and maintained.

Requirements

Education/Certification: High school graduate or equivalent.

Required Knowledge: Basic understanding of financial institution operations.

Experience Required: None

Skills/Abilities:

• Good communication skills.
• Professional appearance, dress, and attitude.
• Good math skills.
• Ability to operate related computer applications and business equipment including adding machine, typewriter, copy machine, coin and money counting machines, and telephone.
• Good typing skills.