Call Center Representative

Great Northwest Federal Credit Union•Aberdeen, WA

8d•$18 - $24•Onsite

About The Position

We are looking for a Call Center Member Service Representative that will be the liaison between our credit union and it's current and potential members. The successful candidate will be able to accept ownership for effectively solving member issues, complaints and inquiries, keeping member satisfaction at the core of every decision and behavior. Statements included in this description are intended to reflect, in general, the duties and responsibilities of this position and are not to be intended as being all inclusive. Nothing in this job description is intended to be and nothing in it should be construed to be a contract of employment, expressed or implied.

Requirements

Previous experience in a member/customer support role.
Track record of over-achieving sales and service goals.
Strong phone, texting and online verbal communication skills along with active listening.
Familiarity with multi-line phone systems and practices.
Member focus and adaptability to different personality types.
Ability to multi-task, set priorities and manage time effectively.
Text, video and chat support of all services and functions.
High school diploma or being worked on or an equivalent.
Effective communication skills and the ability to work successfully with the public in a frequently stressful environment.
Experience in sales, customer/member service, and phone etiquette.
Employees of the Credit Union must possess mobility and stamina to work in a standard office setting.
Employee must be able to use standard office equipment.
Employees should have adequate hearing and speech to communicate with our members and/or staff on the phone.

Nice To Haves

Spanish/English (Preferred) not required.

Responsibilities

Provides an outstanding level of member service and member satisfaction.
Manage large amounts of inbound and outbound calls, texting and chat lines in a timely manner.
Identify members' needs, clarify information, research every issue and provide solutions and/or alternatives.
Perform routine member transactions, including but not limited to deposits, loan payments and transfers, entering them accurately on the system.
Seize opportunities to upsell products and services when they arise.
Build sustainable relationships and engage members by taking the extra mile.
Keep records of all information needing a follow-up call or investigation.
Frequently attend educational trainings to improve knowledge and performance level.
Meet personal/team qualitative and quantitative sales goals.
Provide routine information on CU services and policies, including eligibility for membership, types of CU accounts, insurance on loans, general information on loan policies & interest rates, current dividend rates, locations, office hours and telephone numbers.
Will be partially responsible for the department security.
Learning and helping co-workers with all duties taken care of by the Phone Center and other staff members, to be able to fill in when necessary.
Ongoing training and development.