Contact Center Representative (On-Site)

Job Summary:

The Contact Center Representative performs an essential service role by providing world class experience to the credit union’s membership. This position is responsible for assisting our members with their financial needs, processing account transactions, resolving problems by researching, providing account information and achieve referrals to meet the member’s needs. This position will also support the Member Contact Center (MCC) in other facets as needed

We encourage you to view and apply directly at edfed.org/careers

Duties & Responsibilities:

• Provide world class experience to our members by responding efficiently and accurately, personalize solutions, and ensuring our members feel valued and supported by EdFed.
• Provide account information such as balances, deposit postings, transfer funds, return checks, availability of funds, check clearing, and statement information.
• Assist members with inquiries concerning ACH, Bank by Phone, Online Baking, and Bill Pay.
• Diffusing any elevated concern or issues that members may have and escalating unresolved issues accordingly.
• Refer and route member calls to appropriate personnel, resources, and department to meet their financial needs.
• Achieve referrals by identifying and cross servicing EdFed products and services to meet member’s needs.
• Meet MCC call flow standards.
• Meet or exceed established MCC KPI goals as established by VP and/or Contact Center Manager.
• Maintaining knowledge of EdFed products, services, policies and procedures.
• Adapt to changing policy and procedures on a constant basis while maintaining high quality to your work.
• Applies organizational policies and procedures in all activities.
• Performs other duties as assigned by management.
• Some Saturday work required

Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.

The following are some benefits offered to employees:

• Paid Holiday
• Paid Birthday
• Paid Sick and Personal Days
• Paid Vacation
• Retirement/401K with matching contributions
• Medical, Dental and Vision Insurance
• Life Insurance and Long Term Disability
• Tuition reimbursement for Undergraduate and Graduate courses
• Various Incentive Programs
• Career opportunities

​Qualifications:

• High School Diploma
• Associates Degree - Preferred
• 1- 2 Years of Call Center / Customer Service

Skills:

• Ability to build rapport with clients
• Ability to prioritize and multitask
• Positive and professional demeanor
• Excellent written and verbal communication skills