What are the responsibilities and job description for the Lead Call Center Representative position at FIRST COMMUNITY CREDIT UNION?
Description:
GENERAL SUMMARY
Primary Responsibilities:
- Model a high energy, world-class service and sales culture within the Contact Center and credit union.
- Assists members with general questions related to their account and e-banking usage, primarily over the phone, but may include face-to-face email and messaging interactions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Live the First Community Credit Union Mission, Vision and Values within the organization and our communities.
- Assist in promoting a positive credit union image during working and non-working hours.
- Instill an energetic, world-class service and sales culture that continually strives to improve the way we serve our members.
- Comply with regulatory requirements and internal policies and procedures.
- Lead the Call Center team to meet and exceed member service expectations.
- Day-to-day supervision of Call Center team.
- Create and monitor Call Center Schedules
- Maintain necessary records pertaining to member, tracking, monitoring, etc., in a timely, efficient and effective manner.
- Assist in branch services and operations as needed to serve our members.
- Answering incoming calls, emails, and web-based submissions directing and assisting members as needed.
- Review exception reports, make entries and order supplies for the entire credit union.
- Perform other duties and responsibilities as assigned or deemed necessary in order to meet the credit union’s goals and objectives.
- Passionate and enthusiastic.
- World-class customer service skills.
- Intermediate knowledge of credit union products, services, policies and procedures.
- Possess exemplary written and oral communication skills.
- Be flexible and adaptable to change.
- Knowledge of federal and state regulations relating to credit union operations management.
- Knowledge of Microsoft Office applications.
- Knowledge of intermediate math (calculations and concepts involving decimals, percentages, fractions, etc.)
- Willingness to learn new skill sets to advance in a career with First Community Credit Union.
- Typing skills desired.
- Good organization and time management skills.
- Availability to work weekends and extended hours, as needed.
- Outgoing personality, with the ability to ask for new business and capable of making outbound phone calls.
- Works well with others and follows directions.
- Able to work independently.
- Detail oriented.
