What are the responsibilities and job description for the Contact Center Sales & Service Representative - Inbound Call Center (FULL TIME ONSITE) position at First Technology Federal Credit Union?
Our Contact Center is looking for engaged and independent member service professionals to help our members achieve their financial goals. As a Sales and Service Representative, you will be part of a supportive and dynamic member focused sales team. This Representative works in a fast-paced environment focused on serving our members over the phone with a variety of banking needs, including account inquiries, loan support, and cross-selling products and services to help members.
At First Tech, we place a high priority on setting our employees up for success and continuously re-evaluating the employee experience to ensure a positive work environment. As a new Contact Center Representative, you will participate in a comprehensive 5-week training and orientation at our Rocklin location lead by our dedicated Call Center Training team. Our Contact Center leadership team is committed to providing each employee tailored support to meet their individual growth and development.
Here is what you can expect from the job and what you need to be successful:
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 a
- Meet quarterly call efficiency metrics and service objectives, alongside sales targets, and incentives
- Actively evaluate the member interaction to determine satisfaction level, de-escalating / troubleshooting or escalating as appropriate to address each members’ unique needs
- 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
- Minimum 1 years of previous experience in a fast-paced customer service role required;
- Experience in a call center and/or sales role strongly 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
- Education: High school diploma or equivalent; proficiency in basic mathematics
Location: Rocklin Corporate Location, Rocklin, CA 95765. The Contact Center team works on-site, but during the COVID pandemic we are adhering to CDC guidelines and taking every precaution to ensure the safety of our employees through social distancing and on-site virtual training.
Schedule: 40 hours per week Monday-Friday; various shifts available starting at 6:00am and ending at 6:30pm to support a work/life balance
Target Compensation in Rocklin, CA:
Target Compensation in Rocklin, CA:
- Sales and Service Representative I: $20.80-$22.24 per hour quarterly 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)
Salary : $21 - $22
