What are the responsibilities and job description for the Call Center Representative I (On Site) position at Sierra Central Credit Union?
Job Description
Job Description
Description :
Summary : Takes a team role in the department to maintain a positive working environment and provides the best possible member service while minimizing losses and errors. Use judgment and knowledge based on training to interpret policies and procedures. Handles the department’s clerical processes such as Verifications of Deposit, and Data Change Reports. Must be able to perform all Call Center “close” duties.
Essential Duties and Primary Responsibilities
- Proven telephone etiquette.
- Ability to work well under pressure with multiple projects and conflicting deadlines.
- Working time is spent as follows :
a. 90% of total working time is spent on the phone using the following equipment :
i. Headset
ii. Computer
iii. Printer
b. 10% of total working time is spent :
i. Researching member questions.
ii. Preparing and mailing member correspondence.
4. Must demonstrate proficiency in all current Call Center programs.
5. Maintains a high standard of member service in the department and takes ownership of work.
6. Maintains a high level of productivity in the department.
7. Practices proactive selling.
8. Knows and adheres to policies, procedures and security controls.
9. Processes member requests and makes adjustments to accounts when necessary.
10. Engage in ongoing training.
11. Contribute to regularly scheduled department meetings ands team efficiency.
12. Utilize tact and experience-based knowledge to resolve member complaints and explain specific policies and procedures. 13. Practice proper security and processing controls for negotiable items.
14. Responsible for timely processing of mail, email action requests and inter-office courier bags.
15. Ensure that all mailed information is complete and in accordance with established policies and procedures and proper records are accurately maintained.
16. Evaluate current department procedures and make recommendations for change and improvement.
17. Must be able to actively listen to resolve most member issues without needing assistance from supervisor.
18. Must handle a minimum of 75 calls per day, with an average “wrap-up” time of 15 seconds or less.
19. Perform other duties as assigned by supervisor.
Requirements
Starting pay is $19.56 - $20.38 an hour depending on experience along with a great choice of benefits for full-time and part-time employees.
Requirements : Qualifications
1. High school diploma or equivalent.
2. Excellent telephone and communication skills.
3. Accuracy with numbers.
4. Detail-orientated.
5. Proven ability to work effectively and cooperatively with public and co-workers.
6. Must be able to adhere to a flexible schedule, including nights and weekends.
7. Has successfully completed requirements of Call Center Representative I
Physical Demands
1. Must be able to perform the following functions : Continuous sitting or standing for up 7 hours per day, intermittent bending and walking for 1 hour per day.
2. Must be able to perform light work lifting, carry and / or pushing objects up to 25lbs.
The preceding lists of general and specific duties do not include all tasks and responsibilities that may be required with this position. Additional tasks may be assigned as department or operational needs require.
Salary : $20 - $20
