Contact Center Representative

POSITION SUMMARY: This position is responsible for handling all incoming calls regarding a variety of requests, providing extraordinary service to members and prospective members via telephone and electronic delivery channels onsite our Contact Center in Greenwood, SC; for cross-selling credit union services; for accurately processing work and maintaining accurate transaction records; and for performing variety of administrative duties as assigned.

KEY RESPONSIBILITIES:

Member service:

• Provide prompt, courteous and efficient service to members. Answer incoming telephone calls and miscellaneous correspondence, providing general information and refer to appropriate personnel as appropriate. Interact with members as necessary by telephone or electronically to facilitate member service or to resolve problems. Respond efficiently and accurately to members in a pleasant, professional, and efficient manner on all of our services., explaining possible solutions, and ensuring that members feel supported and valued.
• Respond to email or other electronic requests submitted by members. Provide general and specific service-related information concerning credit union services or policies.
• Answer member inquiries and perform account research for deposit, withdrawal and loan payment discrepancies.
• Assist members in balancing their accounts.
• Assist members with the proper completion of payroll deduction, direct deposit, stop payment, check orders, check copy requests, and address changes.
• Respond to Debit/ATM/ Credit Card inquiries and process card orders and disputes.
• Refer members to other NUCU specialists to resolve more complex questions or problems or to establish new deposit or loan accounts.
• Maintain up-to-date knowledge on all policies and procedures, rules and regulations for the credit union, including robbery procedures and Bank Secrecy Act/AML/OFAC procedures.

Cross-sell credit union products/services:

• Maintain up-to-date and comprehensive knowledge of current NUCU products and services.
• Actively talk to members and listen for “cues and clues” to determine needs; conduct orientation interviews on credit union services and programs with each new credit union member to ensure all of their needs are met. Respond to member inquiries and evaluate their needs; suggest credit union products/services to members to meet their needs.
• Promote, explain and cross-sell all credit union products and services such as residential mortgage loans, consumer loans, home equity loans, credit cards, share secured loans, online banking, bill payment, checking, savings, certificates of deposit and IRAs.
• Identify prospective new credit union members; look for opportunities to actively solicit new business for the credit union.
• Follow-up with new members, including cross-sale of new products and family accounts.
• Conduct outbound calling to new /existing member to introduce them to new products as directed.
• Represent and participate in various community functions to further enhance NUCU’s image and develop additional business.
• Attend business development events to promote credit union membership and products as directed.
• Participate in all credit union sales and cross-sales programs as directed.

Other duties:

• Demonstrate reliable attendance and punctuality.
• Work at other locations, as needed, for member service, operational, or training purposes.
• Attend and participate in credit union staff meetings.
• Attend internal and external training to improve skills and knowledge relevant to the Contact Center Representative position.
• Perform other duties as required.

EDUCATION/EXPERIENCE REQUIRED:

• Associate's degree or higher and/or equivalent work experience.
• 1 to 3 years' progressively more responsible experience in branch operations, sales and business development.
• Knowledge of sales principles and methods; proven track record in sales.
• Other member service, sales and telemarketing sales experience are desirable.
• Prior credit union experience is desirable.
• Proven track record in delivering high quality member service.
• Must have good listening ability and skills.
• Must be able to use the telephone to converse with members for extended periods of time; must be able to communicate clearly by telephone.
• Computer literate, with specific experience in the Microsoft Office suite of products.
• Must have no record of felony criminal convictions or serious financial citations.
• Must be bondable through CUNA Mutual.
• Must have an acceptable credit rating with the credit bureau.

OTHER REQUIREMENTS:

• Must possess a valid driver’s license, the use of a serviceable automobile that is properly registered and proper liability automobile insurance as required by state law.
• Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.
• Must be able to read and work with computer print-out reports.
• Must be able to deal with people in a confidential and professional manner.
• Must have the ability to think through a problem, following proper steps in finding resolution.
• Must be able to prioritize and organize work flow; must have good attention to detail; must be able to handle multiple jobs.
• Must have the ability to work well with others.
• Must be friendly, courteous and sensitive to the needs of members and coworkers.
• Must have a history of professional behavior and positive working relationships.
• Must be able to interact effectively with all levels of management, staff, members, and credit union officials.
• Must have a high degree of ethics and maintain confidentiality of members and accounts.

Job Type: Full-time

Pay: $15.00 - $15.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $15 - $16