What are the responsibilities and job description for the Senior Contact Center Sales & Service Rep - Inbound Call Center (FULL TIME ONSITE) position at First Technology Federal Credit Union?
The Senior Representative, Contact Center Sales & Service handles complex and escalated inbound member calls to identify and offer products and services that meet the member’s financial needs, as well as troubleshooting and resolving member inquiries. The Senior Representative aims for first contact resolution and is focused on building lasting member relationships through exceptional service.
Primary Responsibilities:
- Handle complex and escalated inbound member calls and perform member financial transactions
- Identify and offer the best products and services to meet the member’s financial needs, including partner services such as insurance, investments and mortgage
- Support member digital inquiries (mobile and online banking), escalating to eSupport or Help Desk as appropriate
- Meet quarterly call efficiency metrics and sales objectives for a Senior Representative
- Actively evaluate the member interaction to determine satisfaction level, de-escalating / troubleshooting or escalating as appropriate to critically assess each member’s unique needs
- Liaise with back office and support teams and partner services to facilitate offering of products and services and ensure member needs are being met
- Initiate member applications as appropriate
- Participate in training and utilize available resources to maintain in depth current knowledge of all current credit union products and services
- Partner with leaders for issue resolution, proactively identifying ongoing training requirements
- Mentors other Representatives on a day to day basis, assisting them in meeting call efficiency and sales expectations
Experience and Education Requirement:
- Minimum Education: High School Diploma
- Minimum 3 years’ experience in a contact center, preferably in the financial service industry, including a proven track record in successfully handling member escalations and meeting sales goals
- Some experience successfully mentoring and/or coaching others
- Demonstrated effective time management skills and the ability to work independently or in a collaborative team environment
- Demonstrated understanding of business processes and procedures as well as downstream impacts
- Ability to work in fast-paced environment and meet deadlines without sacrificing member service
- Aptitude for learning a variety of computer systems and using technology to solve member issues
- Excellent verbal and written communication skills; able to express ideas concisely and logically
- Excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections
- Strong analytical and decision-making skills with attention to detail
- Fluency in Spanish is preferred
- Advanced knowledge of Microsoft Office Suite
- Certification/License: N/A
Location: Rocklin Corporate Location, Rocklin, CA 95765. The Contact Center team works on-site, but during the COVID pandemic we are adhering to CDC guidelines and taking every precaution to ensure the safety of our employees through social distancing and on-site virtual training.
Schedule: 40 hours per week Monday-Friday; various shifts available starting at 6:00am and ending at 6:30pm to support a work/life balance
Target Compensation in Rocklin, CA:
Target Compensation in Rocklin, CA:
- Sales and Service Representative Senior: $24.92-$26.44 per hour quarterly incentive
Salary : $25 - $26
