Call Center Representative
About The Position
Promotes SSFCU products and services to existing and potential members while providing outstanding service through all contact channels. Offers guidance and support to foster a long term, full service relationship, and follows Member Contact Center standards, processes, established policies, and procedures when processing various transactions and inquiry requests. Provides support to MCC agents with escalated member situations, ensuring the best possible solution for the member and the credit union is achieved. Provide a high level of service to our members by providing consistent, friendly, personalized service to each caller. Demonstrates solid knowledge in Officer Level Skills as well as proficiency in the Assist and Escalation skills. Thoroughly and consistently processes member transactions/requests in an efficient and accurate manner within all established processes and procedures while following all applicable regulations and making exceptions when appropriate. Supports SSFCU’s vision to expand and build member relationships in possessing advanced knowledge of SSFCU products and services. Recommends products and services that align with member needs and enhance the member experience, contributing to our growth and profitability. Consistently demonstrates a business owner mentality and actively engaging in and fostering a teamwork environment. Provides suggestions for improvement and performs leadership functions. Proactively leads, teaches, and mentors fellow peers. Demonstrates empowerment through confidence and a strong ability to make decisions, balancing the best interest of our membership and credit union. Completes any other job related duties needed to help drive to our Vision, fulfill our Purpose, and abide by our Organization’s Values.
Requirements
- Outstanding service skills.
- Ability to foster long-term, full-service relationships.
- Knowledge of Member Contact Center standards, processes, established policies, and procedures.
- Proficiency in processing various transactions and inquiry requests.
- Ability to support MCC agents with escalated member situations.
- Ability to provide consistent, friendly, personalized service.
- Solid knowledge in Officer Level Skills.
- Proficiency in Assist and Escalation skills.
- Ability to process member transactions/requests efficiently and accurately.
- Knowledge of applicable regulations.
- Advanced knowledge of SSFCU products and services.
- Ability to recommend products and services that align with member needs.
- Business owner mentality.
- Teamwork skills.
- Leadership skills.
- Ability to make decisions.
- Confidence.
Responsibilities
- Promote SSFCU products and services to existing and potential members.
- Provide outstanding service through all contact channels.
- Offer guidance and support to foster long-term, full-service relationships.
- Process various transactions and inquiry requests following established standards, processes, policies, and procedures.
- Support MCC agents with escalated member situations.
- Ensure the best possible solution for the member and the credit union is achieved.
- Provide a high level of service with consistent, friendly, personalized service to each caller.
- Demonstrate solid knowledge in Officer Level Skills and proficiency in Assist and Escalation skills.
- Thoroughly and consistently process member transactions/requests efficiently and accurately within established processes and procedures.
- Follow all applicable regulations and make exceptions when appropriate.
- Support SSFCU’s vision to expand and build member relationships by possessing advanced knowledge of SSFCU products and services.
- Recommend products and services that align with member needs and enhance the member experience.
- Demonstrate a business owner mentality.
- Actively engage in and foster a teamwork environment.
- Provide suggestions for improvement and perform leadership functions.
- Proactively lead, teach, and mentor fellow peers.
- Demonstrate empowerment through confidence and a strong ability to make decisions, balancing the best interests of membership and the credit union.
- Complete any other job-related duties to help drive the Vision, fulfill the Purpose, and abide by the Organization’s Values.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
