Contact Center Specialist

About Us:

SkyPoint Federal Credit Union makes banking simple and accessible. A community-based financial institution, located in Montgomery County, Maryland, SkyPoint serves our members in the greater Washington D.C. metro region with a wide array of financial services, supported by technology, and offers great value, affordable fees, and rates through our member-owned structure. The only designated Community Development Financial Institution (CDFI) credit union in Montgomery County, SkyPoint helps our members and the community gain access to the financial services needed to prosper. Through our inclusive, expert, and compassionate team, we focus on removing banking complexities, and building empowering relationships with our members to help you achieve your financial goals with simple and accessible banking solutions.

General  Responsibilities:

The CCS is responsible for answering member calls and inquiries and ensuring they are responded to in a timely and appropriate manner. Performs appropriate account research and problem resolution. Responds to questions and/or provides information upon request from members (internal and external). Processes requests/transactions, as appropriate. Originates Consumer Loans (personal, car and credit cards) by interviewing applicants, entering applications, ordering credit reports, and notifying applicants of loan decision. Gathers all documentation, explains rates, options, and different loan products best suited to meet the member’s needs. Cross-sells credit union products and services and assists members and potential members in understanding and utilizing Credit Union products and services. 

Job Description:

• Answers all incoming calls while providing excellent member service: answer questions, inquiries and addresses all needs.


• Performs account maintenance requests - new accounts, loans, account balances, transfers, online banking support and problem resolution.


• Ensures member inquiries and potential member problems are handled in an effective, accurate and timely manner.


• Utilizes tact and experience-based knowledge to research and resolve member inquiries explaining specific policies, procedures, and products.


• Interviews/processes loan applicants - gathering required information for a credit application, explaining loan options, rates, terms, and collateral requirements. Advises member on the best option and cross-sells services in a professional manner.


• Monitors call activity to ensure calls are being answered according to set contact center standards (number of calls, nature, and length of calls, waiting period prior to connection, rate of abandonment).

Qualifications:
Education:

• High School diploma or equivalent (GED) education required.

Experience/Skills/Knowledge:

1. Minimum 3 years’ or more progressively responsible experience in Contact Center operations. Previous experience in teller area, member service, operations, and loan origination.


2. Strong phone and verbal communication skills including active listening.


3. Must possess organizational, analytical, and problem-solving skills and the ability to manage multiple requests simultaneously and produce desired outcomes.


4. Must possess demonstrated knowledge of Credit Union products, services, policies and procedures and ability to sell them.


5. PC proficient, including Microsoft Office (Word, Excel, Outlook) and the Internet.

Hours:

SkyPoint FCU is open M-F 9am-5pm

Working Hours: Monday-Friday 8:45am-5:15pm

Based upon business needs, this position may require working at or transferring permanently to neighboring branches within a reasonable commuting distance.