What are the responsibilities and job description for the CONTACT CENTER REP position at River Region Credit Union?
Role:
To assist members and potential members with their telephone, video, email, and chat requests; explains services, responds to problems, and directs phone calls to the appropriate area.
Essential Functions & Responsibilities:
- Assists members and potential members with their telephone, email, video, chat, and online banking requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
- Identifies cross-sell opportunities and cross-sells services to members.
- Performs department side duties as assigned.
- Ensures the appropriate records are maintained and required reports are prepared.
- Assists other departments as needed.
- Maintains member account information on computer system.
- Performs other job-related duties required or assigned.
Knowledge and Skills:
Experience: One year to three years of similar or related experience.
Education: A high school education or GED.
Interpersonal Skills: Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.
Other Skills: Good listening and telephone skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information.
Physical Requirements: Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Average Hearing: Able to hear average or normal conversations and receive ordinary information.
Repetitive Motion: Movements frequently and regularly require using the wrists, hands, and/or fingers.
Average Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery.
Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)
Mental Activities and Requirements of This Position: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables. Ability to perform basic math skills, use decimals to compute ratios and percentages, and to draw and interpret graphs. Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary.
Work Environment: No hazardous or significantly unpleasant conditions (such as in a typical office). Position is not eligible to work remotely.
River Region Credit Union is a participant in E-Verify, which allows verification of eligibility for employment in the United States for all applicants.