Contact Center Account Consultant I

Virginia Credit Union•Roanoke, VA

1d•Onsite

About The Position

The Contact Center Account Consultant I’s primary function is to answer telephone inquiries regarding deposit and loan accounts while promoting credit union products and services and consistently giving quality service to members and all co-workers throughout the credit union. This role involves performing various functions in a call center environment on the phone, including informing, educating, and advising members, processing transactions, assisting with member programs, and cross-selling products and services. The position requires meeting service quality standards, handling member inquiries, solving problems, and complying with all enterprise-level policies and procedures, including risk management and required training.

Requirements

Must be able to operate a computer and other office equipment.
Must be skillful when working with details such as numbers and names.
Must have the ability to effectively communicate with members both verbally and in writing.
Must be able to work in a stressful environment while being flexible.
Must have the ability to consistently provide excellent service.
High school degree with additional business courses preferred.
Prior experience in a busy public contact position at a credit union, financial institution, or a retail outfit.
Must have experience with computers.
Must have experience in handling member requests and inquiries.
Ability to sit for long periods of time.
Infrequent lifting or carrying of objects up to 10 pounds.
Ability to speak and hear clearly with reasonable accommodation.

Nice To Haves

Credit union or banking industry knowledge preferred.
Contact center experienced preferred.

Responsibilities

Answer telephone inquiries regarding deposit and loan accounts.
Promote credit union products and services.
Perform transfers, withdrawals, loan payments by transfer, and advances from lines of credit by transfer or check.
Take check orders over the phone and process Credit Card Payments.
Assist members with the transfer program, payroll deductions, direct deposit, stop payments, SuperCheck and credit card inquiries.
Cross-sell products and services focusing on department goals and member needs.
Handle member inquiries and solve problems.
Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
Report all Risk Management Policy violations in accordance with policy.