Contact Center Representative (Full Time)

The primary purpose of this position is to respond to a high volume of telephone inquiries about company products and services and ensure both current and potential members receive quality service by resolving questions, complaints, and requests via the telephone.

ESSENTIAL FUNCTIONS:

• Provide timely, accurate, and professional service to current and potential members by responding to phone calls, emails, and other communication channels.


•  Assist with general inquiries, resolve issues, answer questions, and provide solutions in a prompt and efficient manner.


•  Escalate complex or unresolved issues to the appropriate departments or supervisors for further resolution.


•  Respond to questions regarding checking, savings, and loan accounts, including balances, transactions, and account activity.


•  Help members with tasks such as check ordering, overdraft protection, and transfers.


•  Educate members on Credit Union products and services, such as credit cards, and savings accounts, based on their needs.


•  Proactively listen to members to understand their financial goals and recommend relevant Credit Union products and services.


•  Meet sales goals by promoting additional services and products that enhance the member’s financial well-being.


•  Meet or exceed established performance metrics such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT) score, and product sales goals.


•  Ensure all interactions are positive, professional, and supportive of the Credit Union’s mission to deliver high-quality service.


•  Exhibit strong problem-solving skills to address and resolve member concerns in a timely manner.


•  Work closely with team members to meet department goals, improve service efficiency, and enhance member satisfaction.


•  Participate in team meetings, training sessions, and provide feedback on best practices to improve service delivery.

QUALIFICATIONS AND REQUIREMENTS:

Required Education: High school diploma or equivalent required.

Preferred Experience: Previous experience in a customer service, call center, or financial institution setting is preferred. Experience in handling high call volumes and managing multiple tasks simultaneously.

Preferred Knowledge: General knowledge of financial services, including banking, credit union operations, and loan products. Familiarity with member service platforms and contact center systems.

Skills and Abilities:

• Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.


• Excellent verbal and written communication skills.


• Strong problem-solving abilities and attention to detail.


• Proficient in using customer relationship management (CRM) software and other contact center tools.


• Ability to multi-task and work in a fast-paced environment while maintaining a high level of accuracy.


• Ability to work independently and as part of a team.


• Strong organizational skills with a focus on delivering a high level of service

This job description is not an all-inclusive list of the responsibilities, skills, working conditions or essential functions of this job. Management reserves the right to modify, add or remove essential functions as business needs warrant.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and reserve the right to perform pre-employment substance abuse testing.