POSITION TITLE: Contact Center Representative

REPORTS TO: Contact Center Team Lead

PAY GRADE: 6

DEPARTMENT: Contact Center

FLSA STATUS: Non-Exempt

LOCATION: In Office, Hybrid

This position requires availability between 8am and 6pm Monday through Friday and between 9am and 1pm on Saturday.

PURPOSE : The primary purpose of this position is to fulfill Financial Center First CU’s vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act.

Receives incoming calls, emails & live chats from members and determines the products, services or resources that the member requires. Also educates the member on additional products or services that the member could benefit from. Provides direct support services to members, or connects them with the staff/department who can provide them the specific assistance they need. Thrives in a fast-paced environment, and is a pro at multi-tasking.

ESSENTIAL DUTIES:

• Receives member interactions by telephone, live chat or email. Fields and effectively responds to member questions. Must determine purpose of the call and determines the products, service or resource that the member requires. Educates the member on additional products or services that the member could benefit from.
• Provides direct support services to members, or connects them with the staff/department who can provide them the specific assistance they need. Performs Teller functions for members. Must be able to handle multiple tasks and function in a busy call center atmosphere.
• Assists members in resolving account problems or conducts account research. Performs account updates/maintenance such as creating & reading account notes, processing e-forms etc. Understand fee types, how to pull statement copies, pull check copies, complete secure email, and research cashier’s checks.
• Complete transactions for the member such as transfers, provide balances, account history, external loan payments
• Responsible for educating and enrolling members on Financial Center’s electronic services (Financial Center Online, Bill Payer, ATM & Check/Debit Cards). Assist members with Mobile Deposit, Online Banking, Card Valet, Bill Pay, and Visa online enrollment.
• Responsible for adhering to procedures and security protocols. Manage risk issues effectively and protect member data. Completes standard and enhanced verification when needed.
• Re-issue debit cards, reset PINs. Troubleshoot debit card issues & questions
• Performs other duties as commensurate to this position

REQUIRED BACKGROUND:

• High school education or equivalent
• Minimum of 1 year previous experience at a financial institution or call center environment is preferred
• Expected to demonstrate a consistent ability to meet or exceed sales and service goals.
• Strong verbal and written communication skills. Strong interpersonal and customer service skills. Ability to be resourceful, perceptive and persuasive when solving problems. Displays, diplomacy, patience and tact when dealing with members and staff
• Detail oriented with ability to adapt quickly in a fast-paced environment. Good organizational skills. Ability to concentrate, exercise judgement & be a creative thinker, with a tolerance for risk
• Should be familiar with the Credit Union bylaws, policies, procedures and state and federal laws effecting all operations of the Center. Should have a thorough knowledge of all Credit Union products and services or become well versed in 90 days.
• Professional service attitude, with effective follow up on work and any outstanding issues or member interactions.
• Proficient in Microsoft Office and other Credit Union systems or become well versed in 90 days

ADA REQUIREMENTS

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 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 local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. 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 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.