Contact Center Specialist

Description

Position Overview:

This position performs all duties associated with the Contact Center Representative position including handling all incoming calls for the credit union, providing expert service to callers and team members including education on our products and services, technical assistance, and financial transactions as requested. Seeks to provide one-call resolution or when applicable transfers calls to subject matter experts. The Contact Center Specialist position also takes on increased responsibilities including LiveChat, video banking, online account opening, wire call backs, and serves as support to the Contact Center Representatives. Entails advanced system privileges, escalated technical or more in-depth calls. May be assigned project work including involvement in implementation and training on new contact center technology.  

Essential Functions:

• Promptly responds to incoming calls and other contact made through Glia. 
• Reviews online account requests and opens or rejects applications in accordance to credit union policy and procedure.
• Identifies and responds to caller’s needs with expert level knowledge of credit union’s products and services, promotions, operational practices, policies, procedures, and team members.
• Actively and professionally cross-sells beneficial products and services to enhance the financial success of our members.
• Handles more complex transactions or requests from reps such as wire call backs, account closures, research or skip payments. 
• Accurately and efficiently completes financial transactions upon the request of members.
• Researches and resolves discrepancies and account errors. Works with other departments to obtain information and/or to correct transactions.
• Communicates issues relating to credit union activities and member accounts to various departments as issues arise.
• Uses sound judgement to assist with escalated problems; possesses higher level system privileges and resolution allowances, as applicable
• Consistently makes positive contributions to meet/exceed personal, team, and organizational goals.
• Actively participates in training new contact center representatives, shares knowledge of accelerated duties with more experienced reps as appropriate
• Provides exceptional internal and external member service
• Understands, applies, and complies with all Credit Union Policies and Procedures, State and Federal laws and regulations, and adheres to requirements set forth by the Bank Secrecy Act (BSA)
• Assists area personnel with related functions as needed
• Completes other assigned duties commensurate with position 

Requirements

• High school graduate or equivalent
• One year of customer service experience required.  
• Six months Contact Center experience with demonstrated knowledge of Frontier CU products and services and cross-selling/goal achievement is required,
• Good verbal and written communication skills, familiarity with PCs and standard software
• Friendly and outgoing with strong interpersonal and public relations skills; Communicates with courtesy, tact, and diplomacy in person and over the phone; exercises discretion on credit union matters
• Possesses excellent judgement, creative problem-solving; Able to explain reason and process of resolution
• Performs job independently with limited supervision; works effectively on own and as part of team
• Ability to read and carry out various written instructions and follow verbal directions
• Calmly and professionally handles different personalities from diverse cultures at various levels within and outside of the organization and demonstrates highest levels of member service
• Promotes and applies the highest professional and ethical standards, and fair treatment of others
• Demonstrates extreme accuracy, efficiency and quality, effectively handles multiple tasks and changing priorities 
• Reports to work regularly; maintains reliable and timely attendance. Available to work days and hours as dictated by business needs

Physical Requirements:

Essential duties require ability to hear and speak through telephone (reasonable accommodations may apply). Bend, sit, or stand to perform primarily sedentary work with limited physical exertion. Operate routine office equipment including computer terminals, keyboards, telephones, copiers, and calculators. Work on computer for up to 8 hours per day. Some locations may require ability to climb or descend stairs with minimal assistance in emergency situations.