Call Center Specialist
About The Position
We are looking for Contact Center Specialist! Do you have experience working in a Call Center? Are you focused on finding solutions for customers? Have you worked in a financial institution? If so, we invite you to consider a career at American 1 Credit Union. The Contact Center Specialist is responsible for delivering excellent member experience through answering incoming calls from members and potential members. The Contact Center Specialist must be equipped to respond to general member questions, account inquiries, and member concerns. This position requires excellent communication skills to effectively engage and recognize the member’s needs and ensure that they are offered products and services that will assist the member with reaching financial wellness. The Contact Center Specialist works collaboratively with their team to assure that the member experience is superior, and goals are achieved.
Requirements
- A minimum education of high school diploma or GED.
- Cash handling or sales experience.
- Prior customer service experience.
- Excellent verbal and written communication skills
- Working knowledge of PC applications such as Microsoft Office
- Ability to work independently or as a collaborative member of a team
- Ability to provide supervisory leadership of professional- and intermediate-level staff
- Demonstrated member-focused strategy skills
- Demonstrated skill in gathering, reporting, and summarizing trends in data
- Ability to express oneself clearly and articulately both orally and in writing
- Ability to make decisions and take initiative in problem resolution
- Ability to exercise tact and responsibility with handling confidential information
Nice To Haves
- Experience working in a Call Center
- Focused on finding solutions for customers
- Worked in a financial institution
- Ability to direct other team members and coach others
- Knowledge of credit union products, services, policies, core processes and procedures
Responsibilities
- Ensure that engagement between co-workers and members is meaningful with a focus on listening to learn and offering quality solutions.
- Commitment to offering superior member experience while following all the GREAT service standards.
- Answers all incoming phone calls, assists members fully, and when necessary, routes calls to the appropriate department in a courteous, professional & timely manner.
- Focused on credit union purpose and mission statement of creating financial wellness in our community through everyday banking.
- Cross-offer new checking, lending, and product referrals to members that are consistent with individual and branch goals.
- Ensure that all transaction activity is done accurately. Maintain confidentiality by avoiding unauthorized disclosure of member information.
- Responsible for following all core processes, policies, and procedures including policies and procedures for customer identification and all BSA requirements
- Committed to building and supporting an engaging and inclusive culture for all.
- Serves as a representative of the credit union while in the community.
- Commitment to working all assigned hours and having the flexibility to work from any credit union location within 20 miles of home branch. Willingness to mentor and support other team members.
- Support and Collaborate with Department Team
- Accuracy on Transactions
- Uphold GREAT service standards
- Personal Scorecard Results
Benefits
- Health
- Dental
- Vision
- Responsible Time Off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
