What are the responsibilities and job description for the Contact Center Representative I position at Truliant Federal Credit Union?
Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.
Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.
Purpose of the Job
The Contact Center Representative I is responsible for serving the financial needs of our member-owners accurately and efficiently, developing a solid rapport with the member, and, at the same time, supporting Truliant’s mission of improving lives by putting our members first, providing excellent service and straightforward financial solutions. This position responds to several different member inquiries and provides the features and benefits of Truliant’s products and services to deepen relationships while adhering to established policies and procedures. As a Contact Center Representative I, you must be committed to providing excellent service to Truliant’s member-owners daily.
Essential Functions and Responsibilities
- Receive and respond to member inquiries, including calls, texts, chats, and emails from member-owners within a specialized workgroup assignment, while providing outstanding service that exceeds our members’ expectations on every interaction.
- Recognizes and responds to member relationship opportunities using a consultative service and sales approach promoting Truliant products and services tailored to member needs.
- Meets/exceeds all key contact center performance metrics daily, weekly, and monthly.
- Displays exceptional member relation skills internally and externally by handling issues at the point of contact, utilizes good follow-through, and always remains professional.
- Researches and resolves minor account issues and reaches out to internal support when necessary.
- Remains diligent on member identity verification and uses tools and resources to report potential fraudulent activity.
- Initiates and follows up on account research requests promptly. Operates with a sense of urgency in addressing member needs.
- Participates in a team environment, displaying community/credit union involvement, shares success stories, and remains professional with internal members.
- Prepares to move into higher levels of responsibility through adherence to coaching and development sessions
- Other Duties and Responsibilities
- Assists with other tasks and projects as assigned.
Knowledge, Skills, and Abilities
- Must be flexible to assist members with various needs in different capacities throughout the day
- Must have sound understanding of standard concepts, practices, procedures, regulations and compliance within the financial services environment
- Must have superior interpersonal and coaching skills; ability to get along with diverse personalities; tactful, mature, flexible, compassionate
- Must have excellent communication skills in English, both verbal and written
- Strong interpersonal skills required
- Must have good arithmetic skills
- Must have basic personal computer skills
- Must have knowledge of advanced products and services
- Must have ability to understand all business processes within the credit union
- Must be detail oriented and well organized
- Must be able to work in a general office environment
- Must be flexible and able to shift resources and priorities as required
- Must be able to complete all assignments with minimal supervision
- Should possess a strong commitment to providing excellent service to Truliant’s members
Physical Requirements
- Must be able to sit at a desk for long periods of time and use a computer
- Must be able to use a telephone and wear a phone audio headset
- Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds
Education and Background
- High School Diploma or equivalent
- Previous contact center experience preferred
- Previous experience in the financial industry preferred
If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!
As a member of the Truliant family, you will enjoy the following full time benefits:
- No-cost employee Medical, dental, vision coverage
- Prescription benefits (including mail order)
- Paid holidays and Paid Time Off (PTO)
- 401(k) plan with contribution matching
- Paid community involvement volunteers hours
- Paid group life Insurance
- Teammate loan discounts
- Tuition reimbursement
- Short and long-term disability
- Health & Wellness program
- Teledoc (physician video conferencing)
- Onsite fitness facilities or health club reimbursement
- Employee Assistance Program (EAP)
- Medical flexible spending account
- Dependent care flexible spending account
