Call Center Representative

AmFirst • Birmingham, AL

10d

About The Position

Essential Functions & Responsibilities:

Assist current and potential members with their telephone requests, including
answering questions about products and services, resolving issues within
their authority through research or referring problems beyond their scope to
their supervisor, along with providing recommendations. Help members with
digital banking solutions, perform basic troubleshooting, and escalate
complex issues when necessary.
Responsible for maintaining records in the core systems and managing the
processing of electronic forms.
Provide assistance with card services, transfers, loan payments, and all
account maintenance tasks.
Identifies cross-sell opportunities and cross-sells services to members.
Performs other job related duties required or assigned.

Performance Measurements:

1. Troubleshoot and resolve member and internal inquiries in a timely, friendly
and accurate manner.
2. Develop and maintain knowledge of all relevant policies and procedures to
ensure compliance with applicable regulations.
3. Efficiently address and resolve member requests and issues at first contact
when possible.
4. Process transactions accurately and use active listening to provide
effective solutions.
5. Proactively recommend beneficial products and services, such as eStatements
and self-serve options, to eligible members.
6. Contribute to the overall Call Center Quality Loop score of 6.85 or higher
by consistently delivering exceptional member experience.

Knowledge and Skills:

Experience:   One year to three years of similar or related experience.

Education:    A high school education or GED.

Interpersonal Skills:    Work involves much personal contact with others inside
and/or outside the organization for the purpose of first-level conflict
resolution, building relationships, and soliciting cooperation. Discussions
involve a higher degree of confidentiality and discretion, requiring diplomacy
and tact in communication.

Other Skills:    Good listening and telephone skills.

Ability to navigate through multiple computer systems.

Operate a 10-key calculator, a computer keyboard, and multiple computer screens.

Make decisions with minimum information.

Physical Requirements:        Light lifting required.

Requirements

• One year to three years of similar or related experience.
• A high school education or GED.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Good listening and telephone skills.
• Ability to navigate through multiple computer systems.
• Operate a 10-key calculator, a computer keyboard, and multiple computer screens.
• Make decisions with minimum information.
• Light lifting required.

Responsibilities

• Assist current and potential members with their telephone requests, including answering questions about products and services, resolving issues within their authority through research or referring problems beyond their scope to their supervisor, along with providing recommendations.
• Help members with digital banking solutions, perform basic troubleshooting, and escalate complex issues when necessary.
• Responsible for maintaining records in the core systems and managing the processing of electronic forms.
• Provide assistance with card services, transfers, loan payments, and all account maintenance tasks.
• Identifies cross-sell opportunities and cross-sells services to members.
• Performs other job related duties required or assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED