Contact Center Representative

SCU Credit Union, an Equal Opportunity Employer, with offices in Sharon, Mansfield, East Walpole, North Attleboro, Brockton, Taunton, and Foxboro. Our mission is to provide a full range of financial services to our members at competitive rates while emphasizing financial soundness, convenience and efficient friendly service. At the same time, we maintain a challenging, rewarding and enriching environment for all employees. The vision of SCU Credit Union is to enhance the economic well being of our members, to nurture long-term relationships and to continue our deep commitment to community service and involvement.

SUMMARY

Under the direction of the Contact Center Manager, demonstrates a broad understanding of deposit and consumer loan products and services and to perform various duties related to account opening, origination of consumer loans, accurately & efficiently processing member data, and a full understanding of the services offered by the Credit Union, more specifically, electronic and digital products. Builds member relationships with an emphasis on financial education, through knowledge and understanding of all credit union products & services. Quality of the work and level of productivity is within an acceptable range for the department and corresponds to level of experience; adheres to established policies and procedures. Supports the Credit Union’s Core Values and Vision Statement with a focus on service, quality, efficiency, and teamwork.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assists the Contact Center in meeting or exceeding its abandon call rate and longest average wait time metrics; strives for first call resolution to support service expectations.
• Actively engages in the relationship building process by identifying potential financial needs for members and makes appropriate referrals of products & services such as: savings, checking, credit/debit cards, internet/mobile banking, consumer loan products, etc.
• Understands and maintains a working knowledge on all credit union deposit and loan products and can identify appropriate products to best meet member needs.
• Performs routine transactions such as account opening, initial loan application inquiries up to originating consumer loan applications, basic deposit/loan transactions accurately and efficiently; reconciling daily work and assists in balancing the department at the end of the day.
• Responsible for resolving members issues/concerns with various products & services, such as Debit/Credit Cards and Online Banking/Bill Pay, using appropriate tools/resources.
• Collaborates effectively with team members to maintain high quality member service and efficient department operation; establishes and maintains a good working relationship with all credit union personnel.
• Conducts business in a professional manner, always using a pleasant tone to greet the member.
• Takes responsibility for promptly addressing member questions/concerns, that come in through all delivery channels, and refers issues that exceed authority to appropriate personnel.
• Adheres to all Member Service Center processes, procedures, and compliance regulations including member identification/authentication procedures and confidentiality policies.
• Understands and supports contact center goals/metrics that are used to measure success.
• Participates in department and/or organizational projects as directed.
• Performs related and unrelated duties as assigned and therefore required.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• 2-4 years of related experience; or equivalent combination of education and experience.
• High School Diploma or GED plus specialize coursework.
• Ability to cross-sell credit union products is also required.
• Strong member relations and effective communication are essential.

CORE COMPETENCIES

To perform the job successfully, the individual must be organized and detail oriented and should demonstrate the following competencies:

• Problem solving – the individual will demonstrate good judgment, problem solving, and decision-making skills; be able to apply knowledge and experience to seek solutions and solve problems; will resolve problems in a timely manner, gather and review information, make recommendations for possible solution, and escalate issues following proper channels.
• Member service – the individual will take responsibility and ownership for servicing members; will respond promptly to member needs, solicit member feedback to improve service, and build rapport during all interactions and communications; will resolve issues with minimal direction, and handle difficult or emotional member situations in a positive manner.
• Accountability – the individual is self- motivated, will take initiative, and perform work with minimal direction; be able to manage, organize and prioritize work to ensure its completion in a timely manner, that deadlines are adhered to, and department productivity is maintained.

LANGUAGE SKILLS

Ability to read and comprehend multiple instructions, short correspondence, and memos. Ability to write routine reports and correspondence. Requires well developed communication skills, courtesy, professionalism, and discretion. Must have active listening skills in order to make appropriate recommendation for products and services.

REASONING ABILITY

Ability to exercise good judgment in dealing with members, the public, and other employees of the Credit Union. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The employee is regularly required to use basic office equipment such as PC's, PC software programs, calculators, copiers, fax machines, etc. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate; environment is fast paced with extensive member contact via telephone.

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SCUCU is an equal employment opportunity employer.

The pay range for this position is $22.00 to $26.00 per hour and is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. The range may be modified in the future. An employee’s pay within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, sales or revenue-based metrics, and business or organizational needs and affordability.