What are the responsibilities and job description for the Contact Center Representative position at MIDWEST AMERICA FEDERAL CREDIT UNION?
Job Summary: Incumbent is responsible for providing courteous, efficient, and accurate member service in a fast-paced Contact Center environment. Fulfill members’ requests via inbound and outbound calls as well as assist our members on our Video Teller Machines. (VTM’s) Incumbent must be able to determine appropriate products and services for our Credit Union members, while continuing to honor our mission statement. This job requires independent work.
Qualifications:
Must have a high school diploma or GED equivalent. Prior sales, member services, and Contact Center experience preferred. Working knowledge of teller transaction processing, certificates of deposit, and Video Teller Machines are recommended. Must possess a valid driver’s license.
Essential Elements of the Job:
1. Maintain a positive and professional image of self and the Credit Union.
2. Provide accurate, timely, and courteous service to our members in processing transactions efficiently. Assist members with all aspects of their account needs to build trust and rapport.
3. Maintain confidentiality and adhere to proper security measures of the Credit Union.
4. Process incoming phone calls and assist with routing calls to the appropriate branch or department.
5. Ensure all paperwork is accurate and scanned in a timely manner.
6. Cross-sell products and services to members including new accounts, Elan credit cards, checking accounts. Asking for referrals is a must.
7. Assist members through various channels of communication such as phone, text, secure messaging, E-mail, DocuSign, and VTM’s.
8. Work secure messages through digital banking platform.
9. Work the back office side of our new account opening platform.
10. Aggressively seek out and act on all sales opportunities as it pertains to credit union goals.
11. Manage phone systems, transaction processing, new account opening documentation, Certificates of Deposits and Elan credit card processing.
12. Assist members with VTM transactions which include accepting and processing checks being deposited.
13. Working knowledge of the Credit Union policies and procedures.
14. Able to work well under time constraints, while producing accurate and error free work.
15. Responsible for individual phone agent production goals and credit union sales goals.
16. Process credit union loan payments through Alacriti.
17. Make outbound calls as needed for special sales campaigns.
18. Follow all building opening and closing procedures and the ability to open and close the department.
Additional Job Requirements:
1. Maintain organized, clean work area and professional appearance at all times.
2. Actively participate in seminars/training and workshops as required.
3. Other administrative duties as assigned by AVP of Contact Center or Assistant Contact Center Manager.
4. Incumbent will occasionally be expected to work some evenings and weekends for community events or special projects assigned by management.
5. Participate in Volunteer Initiatives of the Credit Union.
Job Skills and Work Relations:
Incumbent must demonstrate excellent phone etiquette skills, written and verbal communication skills, and ability to effectively handle multiple tasks simultaneously. Working knowledge of Microsoft Outlook, Word, Symitar, and Excel. Incumbent must possess strong organizational and self-starter skills, good problem-solving and team-player skills, and display tact and professionalism in working closely with co-workers, other departments, and members.
Incumbent reports directory to the AVP of Contact Center.
Physical Effort and Working Conditions:
Incumbent performs duties in a standard office environment involving sitting, standing, keyboarding, close vision, speaking clearly, hearing sounds, and communication. May be required to lift up to 50 pounds. Incumbent may work with a desktop computer, printer, copier, calculator, Bluetooth headset, cash advance machine, scanner, telephone, VTM equipment, and other miscellaneous office equipment as needed. Incumbent may occasionally travel to surrounding area branches for networking, business development, or required training.
