Contact Center CSR

SUMMARY DESCRIPTION

Assist members with questions and concerns via incoming calls to the Contact Center in a timely manner, ensuring the highest quality of member service. Proactively applies sales training and sales techniques in selling situations. The ability to handle the essential duties and responsibilities listed below unless otherwise specified.

CORE COMPETENCIES

Assist members with questions and concerns via incoming phone calls to include but not limited to:

• Balances, transfers, statement issues, stop payments, loan payments, check copies, credit union checks, address changes, online/mobile banking, bill pay etc…
• Check orders via Harland Clarke
• Wire transfers
• Hold policy concerns
• Error corrections as needed with documentation
• Open certificates of deposit mail out & follow-up paperwork
• Assist with special projects between calls
• Research and solve routine member questions, problems, and complaints concerning credit union accounts.
• Cross-sell products and services on incoming calls as volume dictates.
• Complete research requests per member requests for items within the last six months
• Respond effectively in writing to email/ Home Banking questions via email and Cavion
• Perform all other duties as requested
• Ensure goals are met as assigned
• Make outbound calls as requested with provided current member information
• After three months and training is complete on Plastics:
• Assist members with plastic card inquires
• Balances
• Processing payments
• Troubleshooting-card not working, didn’t receive card, charges, etc.
• Information about interest rates, payments
• Disputes- working the member to initiate dispute with FIS
• Replacement cards- new or damaged through Symitar
• Verifying information on system and following any security measures in place.

KNOWLEDGE, SKILL AND ABILITY

Effective and efficient phone communication skills.

Ability to diffuse irate members, listen to and answer questions members are attempting to ask, but do not know how to phrase accurately.

Ability to work projects in between phone calls without compromising quality of either function.

Ability to identify competitor’s strengths and weaknesses, and uses the information in selling products.

Displays product and service knowledge, using effective selling techniques.

Displays positive and upbeat attitude within department with regard to sales goals.

Proactively seeks training to upgrade both knowledge and technique.

Displays proficiency in the use of technical systems.

Ensure that all credit union members- and employee-related business is kept in the strictest confidence.

EDUCATION OR FORMAL TRAINING

High School diploma or equivalent.

EXPERIENCE

1-2 years Call Center experience, preferred

COMPENSATION & BENEFITS

Starting hourly rate - $18.39+ depending on experience

Being a part of Partner Colorado CU has its benefits. We offer valuable benefits designed for you, your family, and your life. Our plans are cost-effective, convenient and provide ways for staying healthy, protecting loved ones, pursuing financial security and living a full and balanced life. There is a potential for Annual Performance Bonus, Medical Plans, Dental, Vision, HSA, 401(k) match, Life/AD&D, Accident, Hospital Indemnity, Long Term Care, Short-term Disability, Long-term Disability, Identity Theft, Paid Time Off, Paid Holidays, Personal and Professional Development.

WORKING ENVIRONMENT

• The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth vision, and the ability to adjust focus.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• The employee is required to travel, by auto, to various branch locations as determined by staff training needs.