Contact Center Specialist

 

Responsible for providing superior member service and maintaining strong professional relationships with members over the phone.  Responds to member telephone calls and assists with information requests.  Courteously and promptly resolves member problems, or refers them to appropriate personnel.  Actively cross-sells Credit Union products and services.  Completes related records, reports, and documentation.  Performs miscellaneous maintenance duties as required.  Keeps management informed of area activities.

 

 

 

            a.         Provides detailed information to members on Credit Union policies,                                          procedures, and programs.

            b.         Provides detailed information to members on accounts, payments, interest                              rates, blue book estimates, loan options, and savings programs.

            c.         Performs account maintenance functions and automatic transfers for loan                                payments.

            d.         Presents and explains Credit Union services and products to members and                            assists in meeting their financial needs.  Opens and closes accounts.  Orders                          checks for members' accounts.  Receives payroll deduction and                                              authorization forms.

e.         Answers questions and solves problems for members by listening to                            problems, collecting data, and reporting results to the inquiring member.

f.          Receives and directs members and telephone calls.  Responds to inquiries                and questions if possible or directs them as necessary.  Records and relays                messages.

g.         Performs address changes, name changes, suffix type changes as needed.

h.         Keeps members informed of Credit Union services and policies, including                    types of available accounts, interest and dividend rates,  and other related                  services.

i.          Maintains and projects the Credit Union's professional reputation.  Maintains              privacy of member account information.

j.          Actively cross-sells Credit Union products and services.

 

 

            a.         Completes weekly Contact Center statistical reports.

            b.         Keeps supervisor informed of area activities and significant problems.

            c.         Completes required reports and records accurately and promptly.

            d.         Attends and participates in meetings as required.

 

 

            a.         Assists other departments as necessary.

            b.         Performs related clerical duties as needed. 

            c.         Assists in verifying accounts, copying checks, and mailing correspondence.

            d.         Keeps work area clean, secure, and well maintained.

            e.         Actively and professionally cross sells Credit Union services.

 

1.         Contact Center Representative functions are efficiently, effectively, and accurately                            performed in accordance with established policies, standards, and security procedures. 

 

2.         Good business relations exist with members.  Member problems and complaints are                        promptly and professionally addressed and resolved.

 

3.         Accurate and complete information about Credit Union products and services is provided                to members.

 

4.         Good working relationships and coordination exist with area personnel and with                              management.  Appropriate assistance is provided to area staff as needed.  Supervisor is                informed of activities.

 

5.         Required reports and records are accurate, complete, and timely.

 

6.         The Credit Union's professional reputation is conveyed and maintained.

 

 

Education/Certification:        High school graduate or equivalent.

                                                               

 Required Knowledge:           Basic understanding of financial institution operations.

                                               

Experience Required:              None

 

Skills/Abilities:                          Good communication skills.

                                                    Professional appearance, dress, and attitude.

                                                    Good math skills.

                                               Ability to operate related computer applications and                                                               business equipment including adding machine, typewriter,                                                     copy machine, coin and money counting machines, and                                                         telephone.

                                                 Good typing skills.