Call Center Representative

Position Title: Call Center Representative

Department: Call Center

FLSA Classification: Non-Exempt

Reports to: Call Center Manager

Employee Benefits

One great perk of working at UHFCU is we offer on-demand pay through our financial wellness provider. With the on-demand pay benefit, you can have the money you've already earned when you need it, so your time and money can work better for you. Get early access and get paid without waiting for your paycheck.

In addition to competitive pay, we are proud to offer a comprehensive benefits package.

• Medical Insurance which Includes Drug and Vision; Company pays 100% of Employee's Self-Coverage; PLUS, a Company Paid Subsidy Towards Family-Coverage
• Dental Insurance; Company Pays 100% of Employee's Self-Coverage and Employee Pays for Low Cost Family-Coverage
• Medical and Dental Plan Premium Waiver Option
• 401(k) Retirement Plan with Employer Match and Non-Elective Contribution (NEC)
• Eligible to Earn Thirty-Five (35+) Paid Days Off a Year
• Vacation Cash-Out Program
• Flexible Spending Accounts: Healthcare and Dependent Care (Pre-Tax Benefit)
• Company Pays for Employee Group Basic Life With AD&D Insurance
• Company Pays for Employee Long Term Disability Insurance
• Company Pays for Employee Long Term Care Insurance
• Voluntary Accident Recovery, Critical Illness + Cancer, and Hospital Insurance
• Employee Assistance Program (EAP)
• Employee Loan Discount
• Company Subsidizes 50% for Adult Monthly Bus Pass
• Cash Reward Employee Referral Program
• Workiversary Cash Reward and Gifts
• Internal and External Professional Development Opportunities
• And Many More!

Position Purpose:

Responds to a variety of member calls answering questions, addressing concerns, and providing general assistance with Credit Union matters. The Call Center Representative handles inbound and outbound calls from members, credit union employees and actively listens to quickly identify member needs, issues, and/or requests resulting in helpful solutions. The Call Center Representative completes service tasks by offering timely solutions, safeguarding members’ personal information, and providing exceptional service.

Essential Functions:

• Takes ownership of member calls providing accurate, satisfactory answers to inquiries, requests, and concerns.
• De-escalates situations involving dissatisfied members, offers patient assistance and support to Call clients and members to inform them of new products, services, and/or policies.
• Accurately and efficiently processes transactions and performs service requests.
• Accurately and efficiently navigates various applications to provide prompt member assistance.
• Guides callers through troubleshooting or navigating the Credit Union website and/or mobile application.
• Offers assistance and cross-sells various Credit Union products or services.
• Completes and files regulatory reporting items.
• Opens a wide variety of member accounts, including assisting members in completing and submitting loan applications.
• Conducts group presentations at UH, community college campuses, and/or other locations.
• Performs other duties as assigned.

Performance Standards:

• Meets strategic objective for service level (NPS).
• Accurately processes service requests and transactions.
• Phone calls are answered in a professional, courteous manner and with a patient, empathetic attitude.
• Maintains efficient call statistic production levels.
• Strong time management and organizational skills
• Able to manage complex or multi-line phone systems efficiently.

Qualifications:

Education/Certification: High school diploma or GED is required.

Required Knowledge: Basic understanding of MS Office is desired.

Experience Required: One to two years member/customer service experience.

Experience in public speaking or group settings.

Skills/Abilities: Proficient in credit union’s core system.

Excellent customer service, interpersonal, and mathematical skills.

Able to work in a fast-paced environment

Ability to frequently convey detailed or important instructions accurately and efficiently.

Able to handle stressful situations.

Excellent verbal and written communication skills.

Activities and Requirements of this Position:

Repetitive Motion: Movements frequently and regularly required using wrists, hands, and/or fingers.

Communication Skills: Must frequently convey detailed or important instructions of ideas accurately and quickly.

Visual Abilities: Average visual acuity necessary to read, prepare and inspect documents or products.

Hearing: Able to hear average or normal conversations and receive information.

Physical Strength: Sedentary work (sitting most of the time). Able to lift and carry up to 25 lbs.

Reasoning Ability: Able to apply common sense understanding to carry-out detailed instructions and to deal with problems involving variables.

Mathematics Ability: Able to perform basic math skills including adding, subtracting, multiplying and dividing using a calculator.

Language Ability: Able to write complex sentences using normal word order with present and past tenses, as well as a command of the English vocabulary.

Working Conditions:

Air-conditioned, smoke-free office setting.

Attendance Requirements:

Please note that scheduled attendance requirements may change due to business needs.

Business Hours:

Monday through Saturday. Business hours are subject to change. Must be able to work additional hours, weekends, and holidays as needed.