What are the responsibilities and job description for the Contact Center Specialist position at Westerly Community Credit Union?
$1,000 Sign-on Bonus
*Paid out after 90 days with a satisfactory review*
ESSENTIAL FUNCTIONS AND BASIC DUTIES:
1. Assumes responsibility for providing outstanding member support.
- Quickly and courteously perform in-bound and out-bound member communication while maintaining and projecting the Credit Union’s professional reputation.
- Actively cross-sells Credit Union products and services and provides sales leads to Retail staff.
- Provides accurate information on Credit Union products and services.
- Efficiently solves member problems by understanding the issue, gathering information, and identifying the problem. Refers problems to appropriate personnel if needed. Follows up, if necessary, to ensure problems are resolved.
- Maintains privacy of member account information, following all security procedures.
- Stays up to date on Credit Union regulations, priorities, and products and services.
2. Assumes responsibility of fostering constructive working relationships with peers and management.
- Effectively handles the transition of communication between staff or departments (ie, announced transfer, descriptive voicemail, and/or email communication)
- Keeps management informed of area activities and of any problems or concerns, as well as, proactively suggesting areas of process or quality improvement.
- Attend training sessions and Credit Union meetings as required.
3. Assumes responsibility for Operations Department related duties as required or assigned.
- Willing to learn and understand the roles and functions of the Operations Department.
- Expresses a desire to grow within the department and Credit Union.
SCHEDULE
*Average 38 hours weekly
Monday - Friday 8:00 am – 5:00pm
Saturday 9:00am - 12:00pm
*Schedule is subject to change based on Contact Center needs
PERFORMANCE MEASUREMENTS:
- Member support functions are efficiently, effectively, and accurately performed in accordance with established policies and procedures.
- Communications are professional, friendly, and appropriate.
- Problems are courteously and promptly resolved at first request.
- Good working relationships and coordination exist with peers and with management. Supervisor is appropriately informed of area activities.
- Additional Operations Department duties are handled accurately, completely, and timely.
- The Credit Union’s professional reputation is maintained and conveyed.