What are the responsibilities and job description for the Contact Center Representative position at ACFCU?
ACFCU is seeking a motivated and friendly Contact Center Representative to join our team. The ideal candidate will have excellent communication skills, a positive attitude, and the ability to accurately assess member needs and provide practical solutions in a considerate, accurate, and professional manner. Provides direct support services to members or connects them with the appropriate staff representative. Hours: Monday - Friday 9:00 a.m. to 6:00 p.m.
Responsibilities:
- Greet every member in a professional manner. Ensures members’ needs are addressed in a polite and friendly manner.
- Responsible for answering member requests, inquiries, complaints, and concerns promptly and accurately. Verify the identity, minimizing the member’s time and effort in resolving their questions, whether received via telephone or digital channels.
- Performs teller functions over the phone for members (e.g., transfer funds between accounts and/or loans, stop payments and wire transfers, close and reorder debit cards, provide balances, transaction history, statements, reissue, and reset PINs, address changes, etc.).
- Must multitask and assist members over the phone, chat inquiries, and/or email.
- Identify products/services that might benefit members and provide information.
- Perform check orders, online and mobile banking inquiries, debit card maintenance, and ECM payments.
- Provides loan payoff and resolves general loan questions.
- Assist other departments and branches with transactions as needed.
- Perform other duties as assigned.
ACFCU is an equal opportunity employer.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Schedule:
- Monday to Friday
Experience:
- Customer service: 1 year (Preferred)
Work Location: In person
