What are the responsibilities and job description for the Contact Center Representative position at Energy Capital Credit Union?
To assist members and potential members with their financial needs primarily through telephone requests using
Integrity Service and Member Advantage techniques' by: explaining services, responding to problems,
processing various member transactions, assisting members with lending needs and directing phone calls to the
appropriate area. Is responsible for maintaining compliance with all required regulations and policies,
especially with all Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies, procedures, and regulations.
Essential Functions & Responsibilities:
- Assists members and potential members with their telephone requests; answers questions
about products and services and resolves problems that are within their authority to resolve;
refers problems that are beyond their authority to their supervisor, along with their
recommendations. Assists members with loan questions. Maintains member account
information on computer system. Tracks member interactions in CRM. - Identifies cross sell opportunities and cross-sells services to members. Loads loan applications
to be referred for decision and processing. Documents cross-sales/referrals in CRM pipeline.
Manages own CRM pipeline regularly. - Ensures that appropriate records are maintained and required reports and wires are prepared.
Desired candidate will
- be available to work Saturdays, as scheduled.
- Must be able to accurately and efficiently count money and make change.
- have a high school diploma or GED
- have a satisfactory credit history
- have basic knowledge of Word, Excel and Outlook
- provide prompt, accurate, courteous, friendly, timely and professional service to all members and ECCU employees.
- maintain a professional appearance, demeanor, and work environment
- maintain a dependable record of attendance and timeliness
- Maintain compliance/alignment with company culture, internal and external service standards.
Employee Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Paid Time Off
- Quarterly performance incentives
- Retirement plan
- Company paid LTD, STD, and Life Insurance
- Professional Development opportunities
- Wellness Benefit with tax savings
- Stay Pay
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Salary : $17
