What are the responsibilities and job description for the Contact Center Representative I position at EdFed?
Job Summary:
The Contact Center Representative performs an essential service role by providing world class experience to the credit union’s membership. This position is responsible for assisting our members with their financial needs, processing account transactions, resolving problems by researching, providing account information and achieve referrals to meet the member’s needs. This position will also support the Member Contact Center (MCC) in other facets as needed.
Duties & Responsibilities:
- Provide world class experience to our members by responding efficiently and accurately, personalize solutions, and ensuring our members feel valued and supported by EdFed.
- Provide account information such as balances, deposit postings, transfer funds, return checks, availability of funds, check clearing, and statement information.
- Assist members with inquiries concerning ACH, Bank by Phone, Online Baking, and Bill Pay.
- Diffusing any elevated concern or issues that members may have and escalating unresolved issues accordingly.
- Refer and route member calls to appropriate personnel, resources, and department to meet their financial needs.
- Achieve referrals by identifying and cross servicing EdFed products and services to meet member’s needs.
- Meet MCC call flow standards.
- Meet or exceed established MCC KPI goals as established by VP and/or Contact Center Manager.
- Maintaining knowledge of EdFed products, services, policies and procedures.
- Adapt to changing policy and procedures on a constant basis while maintaining high quality to your work.
- Applies organizational policies and procedures in all activities.
- Saturday availability
- Performs other duties as assigned by management.
- Bilingual preferred in Spanish/Creole
