Contact Center Representative II

TITLE: CONTACT CENTER REPRESENTATIVE II

STATUS: NON-EXEMPT

DEPARTMENT:  CONTACT CENTER  

REPORTS TO: DEPARTMENT MANAGERS

PAY SCALE: $25.00 TO $28.00 PER HOUR

We are seeking a sales and service-oriented individual to join our team as a Contact Center Representative II in the downtown Sacramento. The ideal candidate will possess excellent communication skills, a strong ability to cross-sell products and services, and a thorough understanding of credit union products, services, practices, rules, and regulations. Proven sales ability and the flexibility to adapt to evolving business needs are essential.

Our Contact Center Representatives work a fixed schedule, which allows you the work/life balance you need.  The selected individual will be scheduled to work a 37/40-hour schedule as follows (rotating weekly between Schedule A and Schedule B):

Schedule A (8:30am - 5:30pm)

Monday            8:30 am – 5:30 pm

Tuesday            8:30 am – 5:30 pm

Wednesday      8:30 am – 5:30 pm  

Thursday           8:30 am - 5:30 pm 

Friday                8:30 am – 5:30 pm

Saturday           8:55 am - 2:00 pm (rotating every other Friday off for working Saturday)

Sunday             Off

Schedule B (9:00am - 6:00pm)

Monday             9:00 am – 6:00 pm

Tuesday             9:00 am – 6:00 pm

Wednesday      9:00 am – 6:00 pm

Thursday           9:00 am – 6:00 pm

Friday                9:00 am – 6:00 pm

Saturday           8:55 am - 2:00 pm (rotating every other Friday off for working Saturday)

Sunday              Off

SUMMARY OF RESPONSIBILITIES:

• *Responds to member inquiries and provides resolution via member service emails, web forms, Secure email, and CHAT. Services and products include loans, online banking, credit cards, deposit accounts, check orders, payments by phone, bill pay, certificates of deposit, voice banking, fee reversals and processing other member requests.
• *Collects and submits loan applications and product referrals.
• *Assist TPMG membership with loan application process during enrollment months.  Explain products, receive applications and input into loan origination software, notify member when approved, and process required paperwork.  Fund and wire loans to Kaiser Permanente Medical group. Assist Kaiser Permanente with payoff demands.
• *Identify the financial needs of the members and suggest Credit Union solutions; refers members to designated staff for assistance.
• *Processes updates to member status, telephone numbers, addresses and other pertinent information.
• *Investigates and responds to member inquiries and concerns.  Performs transactions for members.
• *Promotes cross-selling of products and services; refers Member to other staff for sales and processing as needed.
• *Sets up periodic payments. Initiates payroll set-ups, changes, or deletions.
• *Responds to secure emails, general member service emails, web forms, and real time chats.
• *Adheres to SCU’s Bank Secrecy Act and Money Laundering policies and procedures.
• *Completes and achieves an acceptable score on SCU’s annual product assessment.
• *Consistently maintains established quality observations score.
• *Maintains effective communication and working relationships with all members and co- workers.
• *Maintains good attendance record, as this is required as an essential function.
• Performs other related duties as assigned.

                           *Denotes Essential Job Function


NECESSARY QUALIFICATIONS:

• High School Diploma or G.E.D. and related work experience in a call center.
• One-years of banking/credit union experience is preferred.
• Demonstrates ability to suggest products or services that will benefit the member.
• General knowledge of credit union products and services, policies, procedures, laws and regulations.
• Ability to operate computer, electronic banking, ten key and other office equipment, and perform accurate transactions.
• Demonstrated effective verbal, written and telephone communication skills.
• Ability to work a rotating Saturday schedule. 

PHYSICAL DEMANDS:

Employees may experience the following physical demands for extended periods of time:

• View computer screen, up to 90% of the time.
• Sit for long periods, up to 90% of the time.
• Telephone communication, up to 90% of the time.
• Bending/stooping to lift up to 30 pounds occasionally, up to 5 % of time.

Our excellent benefits package includes Paid Time Off, paid holidays, life insurance/AD&D, short-term and long-term disability, 401(k), subsidized parking and more.

Salary : $25 - $28