Contact Center Rep 1

A Contact Center Representative ensures that members’ banking needs are handled in a friendly, accurate and timely manner, utilizing Service Strategies. The Contact Center Representative is the Credit Union’s telephone ambassador, creating a positive experience that directly contributes to member satisfaction and loyalty. A hybrid work schedule may be offered to employees who qualify, in due time.

Major Duties and Responsibilities:

• Professionally handle a large volume of inbound and outbound telephone calls
• Handle member account transactions with accuracy and a sense of urgency
• Work collaboratively with all internal members to resolve all member inquiries in a timely and efficient manner
• Cover a wide variety of work responsibilities; including but not limited to speaking directly with members promote products and services to meet or exceed department and company objectives; cross-selling products and services
• Fulfill the sales goals established for the Contact Center
• Job functions will include: responding to members via telephone, online chat and emails, taking loan applications, analyze credit reports, process banking transactions, quoting payoffs, setting up memberships via online applications, troubleshooting online banking issues and set ups, any job function a virtual branch would handle. In addition, any other job assigned.

• High School diploma or GED
• Post-secondary education a plus

• Experience as a member service representative is required
• Experience in a contact/call center environment is preferred
• Demonstrated experience in sales is required.
• Previous lending experience is a plus
• Spanish a plus

• Sales acumen and enthusiasm about cross-selling required
• Keyboarding skills required
• Proficient in Microsoft products
• Ability to be a problem solver
• Being comfortable initiating conversations with people about products and services
• Ability to work both independently and also as part of a team.