Contact Center Representative

Description

 Primary Functions: Perform in all areas of the Call Center including answering incoming calls, responding to member requests, and account research. 

1. Have a broad knowledge of Credit Union services and policies and the ability to answer inquiries of a general nature.

2. Give courteous and prompt attention to members on the telephone. Assist members with account information, transactions, and research. Perform financial transactions as directed by the member on the telephone, including but not limited to; transfers, loan payments, MasterCard payments, wires, replacement statement requests, check copy requests, and stop payment orders.

3. Assist members by phone in all aspects of online banking including but not limited to; unlocking access, changing passwords, assisting with Zelle transactions, bill pay, and walking members through step-by-step logging into the system.

4. Responsible for staying current on all products and services offered by the credit union and be proactive in offering these products and services when applicable.

5. Complete required and recommended educational courses; Follow all rules and regulations as applicable to job function, including but not limited to Bank Secrecy Act.

6. All other duties as assigne

Requirements

Qualifications:

1. High School graduate

2. Ability to answer a multi-line phone system, call center experience, preferred.

3. One or more years of experience with a financial institution

4. Familiar with data processing systems and Windows is an asset

5. Ability to work independently, quickly and accurately

6. Strong interpersonal and communication skills

7. Ability to interact professionally with members and co-workers in all areas of the Credit Union

Physical Requirements:

1. Visual acuity. Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; extensive reading on a computer monitor

2. Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, either in person or on the phone.

3. Light work. Exerting up to 60 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

4. Body motions: Standing, walking lifting stooping, kneeling, crouching, bending, crawling. Pushing and pulling.

5. Fingers and hands: Grasping, picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Grasping: Applying pressure to an object with the fingers and palm. Making substantial repetitive movements (motions) of the wrists, hands, and/or fingers.

6. The worker is subject to both environmental conditions. Activities occur inside and outside.

7. The worker is occasionally in close quarters, small enclosed rooms, and other areas that could cause claustrophobia.