What are the responsibilities and job description for the Contact Center Representative position at Kemba Cincinnati Credit Union?
ABOUT US
Kemba Credit Union is a not-for-profit organization based out of West Chester, OH. Voted top places to work for six consecutive years from 2019 to 2024! Also recognized as a Top Workplace in the United States by USA Today in 2024! We believe that hiring the best people is at the very core of our success. At Kemba Credit Union, every employee makes a difference, and together we impact the lives of our members and the communities that we serve.
Joining our team has its perks:
- Generous PTO including Birthday PTO
- Education Assistance
- Ample Growth Opportunities
- 401k Plan with Match Up To 5%
- 11 Paid Holidays
- Company Paid Group Life Insurance, STD, & LTD
- Affordable Insurance Plans
- Employee Loan Discounts
- And Much More!
POSITION PURPOSE
Responsible for promptly handling inbound telephone and/or electronic member interactions to the Member Services Contact Center via SMS, chat, etc. Delivering excellent Member Service in accordance to the Credit Union's Member Service standards. Ensuring that every interaction is properly identified, and each inquiry is handled accurately with the aim of first call resolution. Educating and promoting Credit Union products and services, and supporting all functions within the Contact Center.
Note: This is not a remote position.
ESSENTIAL FUNCTIONS & BASIC DUTIES
- Handles member interactions with the highest standard of professionalism and enthusiasm.
- Actively listens to the member's requests by acknowledging the situation and providing the member with a recap to demonstrate understanding.
- Follows the departmental policies and procedures, particularly regarding member confidentiality and properly verifying the identity of each caller based on the information requested.
- Assumes ownership on every member interaction to answer the member's question or solve the problem during the initial contact. When escalation is required to provide member resolution, the representative will accurately forward the call to the appropriate department, support member, or Contact Center Manager.
- Accurately processes payments over the phone while maintaining member confidentiality and balancing system totals daily.
QUALIFICATIONS
Education/Certification:
High School Graduate or equivalent.
Required Knowledge:
General knowledge of Credit Union policies and procedures.
Basic understanding of loans, payment processing, and interest rates.
Experience Required:
A minimum of one year experience in Member Service at a full-service financial institution or Contact Center.
Skills/Abilities:
Excellent communication and public relations skills.
Ability to work well under pressure.
Ability to use a personal computer and related software applications including internet browsers, Microsoft Word, and/or Excel.
Solid math skills and bookkeeping abilities.
