Contact Center Rep-Tech

Overview
The Technical Operations Member Services Specialist delivers prompt, friendly and professional service to our members by managing incoming digital banking calls and effectively answering questions, troubleshooting and providing the appropriate solution. Adheres to productivity and call standards to achieve high level of quality service. After successfully completing onsite introductory period, this position is eligible to be remote if located in Oregon/SW Washington. Proficient in Spanish highly preferred. Ideal candidate will have customer service experience, excellent verbal and written communication skills, strong technical and analytical skills, the ability to address member concerns and questions and work effectively as part of a team to deliver exceptional service by reinforcing and protecting the OnPoint brand.

Responsibilities

• Effectively communicates with members and colleagues on general and complex inquiries and

skillfully handles adverse and escalated situations. Identifies innovative member solutions leading to
the retention and building of member relationships.

• Provides outstanding service to incoming callers. Effectively answers questions, effectively

troubleshoots requests/questions and brings appropriate resolution to account problems.

• Maintains in-depth knowledge of all products and services offered by the Credit Union with a focus

on the digital banking platform and operating system.

• Keeps supervisor/manager informed of any system issues or potential member impact.
• Responds appropriately to incoming requests, returned payments, and miscellaneous inquiries from

various digital banking channels.

• Identifies and recommends procedural improvements.
• Adheres to established policies, procedures and processes and exercises appropriate approval

authority.

• Meets or exceeds established goals, including sales, call productivity and call quality.
• May assist in training new and existing employees, in conjunction with the Member Services Trainer.
• Member Services management and the Training Department.
• May function as a resource for internal questions.
• Perform other duties as assigned.

Knowledge, Skills and Competencies

• Exceptional communication skills. Use language effectively to gather information and facilitate the exchange of thoughts/ideas. Expresses self verbally in clear fashion.
• Exceptional collaboration and negotiation skills; excels at managing conflict. Can enlist support from others.
• Exceptional judgment and analytical skills. Apply logic to solve problems.
• Maintains confidentiality
• Demonstrate and exercise a positive and professional approach in the work environment.
• Ability to independently handle a variety of complex tasks simultaneously, seeking supervision when necessary.
• Excellent interpersonal skills. Act as a team player who encourages and models collaboration.
• Ability to conduct needs assessments and identify areas for improvement
• Ability to quickly adopt and support frequent updates and changes.

Qualifications

• High school diploma or equivalent.
• Preferred minimum 2 years’ experience in financial/banking sales, service, and relationship management.
• Minimum 6 months experience providing conflict resolution and customer service.
• Proficiency working with computers.
• Experience with analyzing, researching and troubleshooting technical questions.
• Ability to work effectively as part of a team with strong interpersonal skills.
• Preferred demonstrated knowledge and experience with Focus XP or similar operating systems and digital banking platforms.
• Must have Saturday availability.

At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.

We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.

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