Job Title: Contact Center Specialist

FLSA: Non-Exempt
Function: Operations
Reports To: Virtual Branch Manager

Purpose: Service member’s financial needs and transactional requests as they relate to aspects of their accounts including, but not limited to, checking/ savings accounts, consumer loans, mortgage loans, card services, and account services. Provide technical support and educate members on credit union products and services. Provide members with World Standard service in accordance with the credit union’s core values and service promise.

Responsibilities:

• Lead by example by consciously choosing how your actions impact others
• Adhere to the service guidelines listed in the Perfect Hour for Contact Center Specialists
• Service member’s financial needs and process account transactions with a high level of accuracy
• Take proactive ownership of all members you assist, serving as his/her primary contact, finding answers and solutions, serving as the member’s advocate, proactively communicating with the member throughout the lending process
• Investigate and reconcile members questions/ concerns regarding their accounts or services, recommend and direct members to the appropriate department or individual when necessary
• Follow all credit union policies, procedures, and requirements, in addition to all applicable state and federal laws
• Assist members with loan questions and the loan application process, using the loan origination system to investigate loan inquires and refer member to appropriate lending team member when necessary
• Create and promote a positive professional image of one’s self and the credit union
• Answer phone calls promptly and professionally, using a warm hand-over when transferring calls
• Encourage others to foster a supportive work environment
• Exemplify the credit union’s core values, service promise, and World Standard service
• Maintain an up-to-date and comprehensive knowledge of the credit union’s products and services
• Build relationships with members to identify their financial needs
• Use appropriate workflow management to ensure multiple projects and member requests are addressed expediently through all communications channels, including but not limited to, phone and email
• Maintain member account information and update when appropriate
• Promote and maintain a confidential environment to protect member, employee, and credit union information
• Educate internal and external members on credit union policies and procedures
• Arrive to work and meetings on time
• Complete assignments in a timely manner
• Adhere to Arbor Financial Credit Union’s attendance policy

Perform all other duties as assigned

Education and Experience:

• High school diploma, or equivalent, required, college degree preferred
• Contact center experience preferred
• Financial services industry experience
• Sales/ service experience preferred
• Lending experience desired

Skills, Abilities, and other Requirements:

• Strong computer and application skills
• Necessary verbal and written communication and grammar skills
• Ability to be bonded required
• Ability to successfully organize, prioritize, and manage multiple responsibilities
• Ability to keep up with a busy work flow
• Ability to sit for long periods of time
• Ability to perform repetitive tasks
• Occasional travel to offsite locations may be required
• Team player with a positive attitude and flexibility
• Professional demeanor and personal accountability