Contact Center Representative

Job Summary

The primary function of this position is to assist the Credit Union in achieving its vision to become the preferred financial provider for all members. This is achieved by providing outstanding service to both internal and external members that meets the service promises and standards of the Credit Union. A key component of this service is to identify the members’ financial needs and recommend appropriate Credit Union solutions.

Safeguard member information and the Credit Union’s vital records in a manner commensurate with sensitivity of the information and in compliance with laws, regulations and the Credit Union’s information security policies, standards and procedures.

Under general supervision, but in compliance with established policies and procedures, performs diverse member services utilizing email, fax and a variety of other systems. However, duties are primarily completed by telephone and chat.

The candidate must be able to work the following hours:  Monday - Friday 7:30-6:05 and Sat 8:45-3:05. 

Primary Responsibilities

• Provides exceptional member service to all internal, external and potential Credit Union members.
• Uphold and put in practice the Contact Center motto: “To listen to each caller with empathy and passion with the goal of solving the issue(s) on the 1st call with urgency and accuracy.”
• Handles inbound calls for the Credit Union using your own communication skills, and real time assist scripting when applicable. Calls include but are not limited to answering questions, resolving complaints and providing information about all Credit Union products, services, and loans.
• Handles inbound chats (both secured and unsecured) using your own typed responses as well as some canned responses when applicable. Chats include but are not limited to answering questions, resolving complaints and providing information about all Credit Union products, services, and loans.
• Makes outbound calls when applicable.
• Actively cross-sells and refers Credit Union products, services, and loans.
• Assists with Webmail correspondence.
• Meets all goals set by the Contact Center Manager with regards to service and sales.
• Performs all basic level service tasks and duties within the department.
• Processes daily work; including but not limited to member payments, research requests, incoming faxes and emails.
• Correctly transfers members to other departments or employees when necessary.
• Updates job knowledge and adds value to the department by participating in educational opportunities and personal development opportunities, at least annually.
• Handles all other duties as assigned.

Skill Requirements

• Has typing and PC Windows experience. (Excel, Word, Outlook, Fax and calculator.)
• Demonstrates good communication skills. (Both written and verbal.)
• Member service focused.
• Detail and goal oriented.
• Demonstrates good listening skills.
• Positive people skills.
• Exceptional interpersonal skills.
• Problem analysis and problem-solving skills.
• Presents a professional attitude and appearance.
• Must be able to work with frequent interruptions and under pressure for accuracy within time limitations.

Candidate Profile

• Positive
• Reliable
• Verbal
• Assertive
• Approachable
• Enthusiastic
• Energetic
• Coachable

Other Requirements

• High School or general education development (GED) diploma.
• At least 12 months prior financial institution experience in a member/customer service position OR at least 6 months as an Envision Credit Union Teller or MSR.
• Acceptable equivalent experience may be substituted
• Must be bondable
• Varying Hours (nights, weekends, and holidays)
• Must adhere to all applicable Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Office of Foreign Assets Control (OFAC) laws and regulations.

Physical and Environmental Demands

• The employee must frequently sit for an extended period of time.
• The employee must frequently lift or move objects weighing up to 10 pounds and carry objects usually holding it in the hands or arms, or on the shoulder.
• The employee must frequently handle or pick up objects with their fingers.
• The employee must frequently receive auditory information by listening in person and/or by phone.
• The employee must frequently express or exchange ideas by means of the spoken work in person or via phone to impart oral information to individuals or groups.
• Specific vision abilities required by this job is clarity of vision at 20 inches or less.

Environmental Demands

• The employee must frequently work in moderately noisy conditions.