What are the responsibilities and job description for the Contact Center Sales & Service Rep II - Inbound Call Center (FULL TIME ONSITE) position at First Technology Federal Credit Union?
The Representative II, Contact Center Sales & Service handles complex inbound member calls to identify and offer products and services that meet the member’s financial needs, as well as troubleshooting and resolving member inquiries. The Representative II aims for first contact resolution and is focused on building lasting member relationships through exceptional service.
Job Duties:
- Support inbound member calls and perform member financial transactions in English. Spanish Speaking skill set a plus!
- Pro-actively identify and recommend the best products and services to meet the members’ financial needs, and partnering with services teams including insurance, investments, and mortgage
- Provide exceptional customer service by assisting with members’ digital inquiries (mobile and online banking) and engaging with eSupport and Helpdesk when needed
- Meet quarterly call efficiency metrics and service objectives, alongside sales targets, and incentives to help drive and execute on key business goals and initiatives
- Actively evaluate the member interaction and their unique needs to determine satisfaction level and deescalate, troubleshoot, or escalate to leadership as appropriate
- Participate in training and utilize available resources to maintain in depth current knowledge of all current credit union products and services
- Engage appropriate team member(s) and leaders for issue resolution and ongoing training support
Essential Skills:
- Education: High school diploma or equivalent; proficiency in basic mathematics
- Min 1 year experience in high volume, customer service call center with sales targets
- Experience with financial products and terminology preferred
- Ability to listen to our members needs and provide tailored product recommendations
- Must be comfortable working in fast-paced customer service and sales environment, meeting deadlines without sacrificing member service
- Excellent verbal and written communication skills with a focus on empathy and professionalism
- Aptitude for learning a variety of computer systems and using technology to solve member issues
- Excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections
- Demonstrated effective time management skills with the ability to work independently and in a collaborative team environment
- Strong critical thinking and decision-making skills with attention to detail
- Intermediate level experience with Microsoft Office suite, including Word, Outlook, and Excel required
Location: Hillsboro Corporate Office - Hillsboro, OR 97124
Schedule: 40 hours per week Monday-Friday; various shifts between the operating hours of 6:00am-6:30pm to support work/life balance
Target Compensation in Hillsboro, OR:
- Sales and Service Representative II: $21 - $22 per hour monthly incentive
Benefits options include
- Traditional medical, dental, and vision coverage
- 401K matching up to 5% per pay period
- Accrue up to 17 days of Paid Time Off your first year of employment
- 11 paid federal holidays
- Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)
First Tech is not currently offering Visa sponsorship or transfer for this position
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Salary : $21 - $22
