Contact Center Specialist

Contact Center Specialist

The Contact Center Specialist assists members with account based and membership related needs over the phone and through our electronic alternatives consistent with Columbia's policies, procedures and service standards. This position additionally assists fellow Contact Center Specialists, and other Columbia CU department staff, in finding solutions to inquiries and needs. They are committed to providing the highest level of individualized service by placing the member first. Performs a variety of transactions while listening closely to our members unique requirements. Provide creative solutions to our membership as we strive to "Make Life Better", ensuring they receive exceptional service in a friendly, efficient manner.

Requires availability Monday through Friday, 7:30am to 6:00pm. This is also a full time role.

JOB COMPETENCIES

Builds Trust Demonstrate an uncompromising standard of ethical conduct and integrity to include trust and respect for each other, our members, and our communities.

Communicates Effectively Have a passion for helping members and staff achieve their goals by educating, offering tools and assistance in response to the members' needs in a way that the members can fully understand.

Teamwork and Cooperation (within & across units) Respect each person's ability to create and contribute toward the goal of delivering quality member service and innovative products, individually or as part of a team, through open communication and mutual trust.

Continuous Quality and Process Improvement Identify new processes, suggest better ways, and evaluate process utilization.

Dependability and Reliability Consistently show up for work, meet commitments, and perform job tasks reliably.

Interpersonal Skills Resolve interpersonal problems, maintain positive work relationships, and exhibit objectivity.

Member Orientation Respond to the members' needs, insist on high-quality service, and seek efficient service delivery.

Positive and Professional Approach Create a positive work climate and support the organization's mission.

Problem Solving & Judgement Seek diverse perspectives, proactively address concerns, and provide creative solutions.

Takes Responsibility Follow through on commitments, take ownership, and act like business owners.

RESPONSIBILITIES :

• Adhere to Columbia Credit Union Service Standards.
• Accurately process member transactions and requests.
• Provides excellent member service by limiting wait times for inbound callers.
• Process account maintenance requests for members to include address changes, transaction and account research.
• Knowledge of and compliance with Currency Transaction Reporting requirements and Columbia's Bank Secrecy Act compliance program.
• Exercise independent judgment within set authorizations.
• Identify and refer members to our business partners in Home Loans, Insurance & Investment and Business Services.
• Participate in cross-functional projects, promotions and training.
• Perform additional tasks as assigned by department leadership commensurate with position.
• Proficient in processing member requests for account maintenance to include account research and assisting members with the fraud process.
• Communicates with members through all available channels, such as, Chat, Email, Video Chat and Phone.
• Responsibilities include but not limited to; maintenance, providing basic consumer and real estate loan information, and educating members on CCU products and services. Educate and assist members with all digital related products and services.
• Maintain up-to-date knowledge on all credit union products and services and through active listening, recommend Columbia Credit Union products and services to "Make Life Better" for our membership.
• Displays consistent teamwork and collaboration with others within Member Service and departments throughout the organization.

REQUIREMENTS

• Minimum 1-year experience in customer service required. Or a minimum 6 months experience at Columbia Credit Union in a member facing role.
• Financial institution and/or call center environment experience preferred.
• Professional, mentally alert, and neat in appearance with an enthusiastic attitude.
• Excellent communication skills both verbal and written.
• Must be team oriented.
• Highly organized, detail oriented with ability to multi-task.
• Excellent communication skills both verbal and written.
• Possess sound decision-making skills.
• Strong PC skills.
• Must be available to work hours of operation in the Call Center.
• Consistent and reliable attendance: work scheduled shifts to meet the service level expectations of our members.

COMPENSATION

• $21.00 - $24.00/ hour
• Eligible for Back Office Incentive

PHYSICAL REQUIREMENTS

• Communicate information and ideas clearly for mutual understanding.
• Exchange accurate information effectively in various situations.
• Observe details at close range (within a few feet of the observer).
• Constantly remain in a stationary position.
• Occasionally move around the workspace.
• Constantly operate a computer and other office productivity machinery.
• Rarely ascend/descend a ladder.
• Occasionally position oneself to maintain files or other items.
• Never move items weighing up to 60 pounds across the office for various needs.
• Never work in outdoor weather conditions.
• Never operate a vehicle.
• Rarely travel between worksites.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Equal Opportunity Employer/AA

Must be 18 or older to apply

Qualifications

Skills

Required

Customer Service

Intermediate

Behaviors

Required

Dedicated

Devoted to a task or purpose with loyalty or integrity

Enthusiastic

Shows intense and eager enjoyment and interest

Team Player

Works well as a member of a group

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Education

Required

High School or better.

Experience

Required

1 year:

Customer Service

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.