Contact Center Representative

Job Title: Contact Center Representative

Department: Contact Center

Reports to: Contact Center Manager

Hours per Week: 38 – Hourly Position

Pay Range: Group B

Company Summary

Welcome to Financial Plus Credit Union (FPCU) – 'The Place where it’s Possible.' 

At FPCU, we believe in the power of collaboration, embrace inclusivity as a strength, and are driven by a shared commitment to success. Our community-centered approach goes beyond financial services; it's about fostering connections and making a positive impact. 

Join us, and be part of an environment that prioritizes wellness, encourages continuous learning, and opens doors to developing you into the person you want to be. Explore the opportunities that await you at FPCU – where you aren’t just making a living, but joining a PLACE where you can REACH your goals.  

Position Summary

The Contact Center representative is responsible for member service from various contact channels including but not limited to telephone, e-mail, fax, or web site. Answers inquiries pertaining to the credit union's products and services, performs monetary transactions and account maintenance, solves problems requiring review of account and transaction history, and the use of source documents. Cross sells credit union products/services to meet member’s needs and establishes new services on-line. Candidate must have the ability to work in a fast paced environment, maintain strong organizational skills and work well in a team environment.  

Essential Functions & Primary Responsibilities

• Accept and process continuous member calls and other interactions. Establish caller identity to ensure confidentiality of member information and to protect the member and the credit union from financial loss.
• Answer questions, solve member problems concerning credit union products and services, and respond to complaints.  
• Process member requests including but not limited to monetary transfers and other monetary transaction, stop payments, lost or stolen ATM/Debit Cards, address changes, third party deposit verifications, and share draft/check reorders.
• Review account status, answer questions and solve member problems pertaining to an existing Visa account.
• Review account status, answer questions and solve member problems pertaining to existing secured or unsecured loans, home equity loans, and mortgage loans.
• Accept loan by phone applications (secured, unsecured & Visa) and begin the loan work-up process as determined by the Vice President of Lending.
• Actively cross sells products and services supporting the credit union's objective of increasing PFI (primary financial institution) relationships.
• Make independent decisions to reverse fees, give provisional credit, override lockouts, remove account holds, add & delete special messages and reverse transactions according to credit union policies and procedures.
• Responsible for daily balancing of all financial transactions performed.
• Perform general clerical duties, such as filing and preparing mailings.
• Ensures compliance with all federal and state laws and regulations, including the Bank Secrecy Act, Patriot Act, and Office of Foreign Asset Controls, and should request legal interpretation as necessary. Must ensure subordinates are also compliant with such laws and regulations
• Perform other duties as assigned

Education & Qualifications

• High School or GED equivalency 
• This position requires an understanding in basic computer skills including m365 suites

Skills and Abilities

• Possess good interpersonal and verbal skills necessary to relate to and empathize with members, potential members and staff while maintaining a friendly, cheerful, and courteous demeanor throughout the workday. Maintain a positive attitude toward the members, employees, and the credit union.
• Ability to cope with pressure resulting from a continuous flow of telephone calls, interactions and other contacts, and at times dealing with impatient and/or irate members.
• Possess a good working knowledge of all credit union products and services including the rules and regulations, policies and procedures. Is motivated to independently acquire additional knowledge and/or training to stay current on all credit union products and services. Requires participation in on-site and off-site seminars.
• Presents a positive and professional image to members through effective and courteous verbal and written communications
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation
• Ability to apply logical thinking to define problems, collect data, establish facts, and draw conclusions
• Ability to be mindfully flexible and willing to go with the flow 
• Able to work independently
• Ability to deal with difficult concepts and complex variables

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sedentary work; sitting most of the time.  
• The noise level in the work environment is professional and typically moderate

This job Description is not a complete statement of all duties and responsibilities comprising this position.