Universal Member Contact Center Representative

Overview

Under the direction of the Member Contact Center Supervisor, the Universal Member Contact Center Representative I is responsible for delivering exceptional customer service to our members while conducting transactions and achieving service goals. The Representative establishes and maintains loan and deposit account relationships by supporting members with various communication channels, including phone, email, ITM, secure messages and chat. This role involves addressing inquiries, resolving issues, and providing information about our products and services. The representative must maintain a high level of professionalism to ensure member satisfaction.

Key Responsibilities

• Handle inbound and outbound customer requests via phone, chat and all digital channels by providing high quality service and support.
• Identify and resolve member issues efficiently, escalating complex cases to higher-level support when necessary.
• Process transactions and update member accounts accurately and promptly.
• Assist members in understanding their benefits and navigating the services offered.
• Maintain thorough and accurate records of member interactions and transactions.
• Follow company policies and procedures to ensure compliance and confidentiality.
• Participate in training and development programs to stay updated on products, services, and system enhancements.
• Maintain up-to-date knowledge of our products and services to provide accurate information to members.

Core Skill Competencies

• Communication Skills: Excellent verbal and written communication skills to interact effectively with members.
• Member Service: Demonstrated commitment to providing outstanding customer service.
• Attention to Detail: High level of accuracy and attention to detail in processing transactions and maintaining records.
• Time Management: Ability to manage time effectively and handle multiple tasks simultaneously.
• Team Collaboration: Ability to work well in a team-oriented environment and collaborate with colleagues across departments.
• Technical Proficiency: Proficient in using contact center software, CRM systems, and standard office applications.

Physical Demands

• Ability to sit or stand for extended periods while working at a computer station.
• Occasional lifting of office supplies and equipment up to 20 pounds.
• Regular use of computers, keyboard, and telephone.
• Capacity to handle a high volume of calls in a busy contact center environment.

Qualifications

• A minimum of a High School Diploma or equivalent is required, with one year's experience as a customer service representative, preferably with a financial institution.
• Additional coursework or certification in customer service, communication, or a related field preferred.
• Computer proficiency with Microsoft Office Suite to include alternative delivery bank systems (i.e. online banking, bill pay, etc.).