What are the responsibilities and job description for the Contact Center Specialist I E-Services position at CDC FEDERAL CREDIT UNION?
- : The Contact Center Specialist is a dimensional and critical role that handles incoming calls in a highvolume, fastpaced environment. This role requires a strong ability to professionally and effectively communicate with prospective and current members on a broad range of topics across all lines of business. The CCS must possess knowledge of all CDC FCU products and services and be able to explore member needs, listen for clues and provide solutions utilizing the AID, INC. model. The CCS must be flexible to work as part of a team to maximize revenue growth and to meet or exceed personal, Contact Center, and Credit Union goals.
Greet members by phone in a courteous, professional and timely manner, providing prompt and accurate member service. Ensure call metrics are achieved.
- Maintain an uptodate and comprehensive knowledge on all CDC FCU products and services. Through utilizing the AID, INC. model, explore member needs and build relationships with members to assist them with their requests, suggest additional products and services that would benefit the member, close the sale and follow up periodically to maintain and enhance the member relationship. Identify opportunities to make referrals for mortgage products and to our Financial Advisor.
- While working in a member sales and service capacity, open memberships and deposit accounts, process and close consumer loan requests, resolve loan issues, manage deposit and loan account maintenance, update member information as required, and troubleshoot technology issues related to all remote delivery services.
- Following the credit union’s policies and procedures, process a variety of monetary transactions by phone.
- Maintain an uptodate and comprehensive knowledge on all related policies, procedures, and rules and regulations, including BSA and robbery procedures.
- Perform other duties as deemed reasonable.
Education/Knowledge/Skills & Abilities:
- Associates degree preferred; one to two years related experience and/or training; or equivalent combination of education and experience.
- Prior cash handling and customer service experience a plus.
- Adequate computer literacy including proficiency in Microsoft Office applications such as Outlook, Word and Excel.
- Knowledge of banking or credit union teller or platform systems a plus.
- Strong “People” skills, comfortable multitasking, ability to work independently AND as a member of a team, capable in a relationship focused sales environment.
