What are the responsibilities and job description for the Contact Center Rep. position at The Atlantic Federal Credit Union?
Description
Staff Member’s Role: Work with the management team and co-workers to fulfill the Credit Union’s mission. Commit oneself to working to the best of your ability in both an individual and team environment.
Job Summary
Provide personalized banking services to members. Develop and maintain strong member relationships, assess needs, and sell Credit Union products and services. Ensures the highest level of quality service is provided to existing and potential members. This position involves extensive telephone interactions with members.
Essential Functions
Serving our members and prospective members by providing service and information in a pleasant, efficient manner via telephone, mail, and other correspondence, including:
Requirements
Staff Member’s Role: Work with the management team and co-workers to fulfill the Credit Union’s mission. Commit oneself to working to the best of your ability in both an individual and team environment.
Job Summary
Provide personalized banking services to members. Develop and maintain strong member relationships, assess needs, and sell Credit Union products and services. Ensures the highest level of quality service is provided to existing and potential members. This position involves extensive telephone interactions with members.
Essential Functions
Serving our members and prospective members by providing service and information in a pleasant, efficient manner via telephone, mail, and other correspondence, including:
- Field and facilitate various member inquiries and requests, ensuring the highest level of satisfaction throughout each and every interaction.
- Research and facilitate member inquiries and issues across all Credit Union accounts, services and products. Escalate as needed to appropriate departments.
- Consistently apply a consultative approach to cross-selling additional Credit Union products and services; identify member needs during interactions, and offer appropriate solutions.
- Facilitate and/or perform various servicing requests and transactions on member accounts.
- Knowledge of how virtual chat works and is comfortable with using it
- Meet and maintain required expectations to ensure proper call queue management through various changes in capacity (i.e.: adherence to work/break schedule, number of calls, duration of calls, availability in queue, call quality, etc.
Requirements
- Minimum high school diploma or GED equivalent.
- At least two (2) years in a financial institution with similar job functions.
- Strong interpersonal skills (oral and written communications), active listening, positive attitude.
- Proficient in computer skills (i.e. Microsoft Office Suite) with the ability to learn new software as required.
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