Contact Center Consultant I

Family Trust FCU•Rock Hill, SC

4d•Onsite

About The Position

Employee is responsible for answering inquiries and resolving problems received in the Member Support Center from members and other credit union employees via electronic channels including but not limited to phone and internet. Must be knowledgeable in all areas of branch services to include deposit and other member services in order to provide informed, prompt, accurate, courteous and professional service to all members, potential members and credit union employees. This position requires a basic knowledge of all credit union products and services and ability to quickly and accurately utilize resources to fulfill members needs or transfer to appropriate area. Must have ability to identify and cross offer products and services that meet member’s financial needs.

Requirements

Minimum six months of similar or related experience
A high school education is required
Excellent written and oral communication skills to include delivering outstanding member service by telephone and chat.
Ability to make decisions which are consistent with credit union policy without compromising our mission and core values.
Analytical, problem solving and decision-making skills to include research and the ability to follow through on problems until resolved.
Ability to handle multiple tasks concurrently.
Extensive knowledge of all credit union products.
Complete required annual training and adhere to all security procedures and regulatory guidelines.
Good listening and telephone skills
experience with automated data processing systems including PC, software programs and mainframe system.
Ability to multi-task, adjust to change, and have ability to use discernment and good judgement when making exceptions without compromising our mission and core values.
Ability to recognize and act upon sales opportunities.
A strong commitment to continued education.
Remain calm in fast paced, high volume conditions.

Nice To Haves

additional education desired
Work experience will also be considered.

Responsibilities

Receive incoming member calls, emails and chats, determine the nature of their request, and make every reasonable attempt to answer the inquiry, to complete the request, or to resolve the problem in a timely manner and without transferring the member to another department.
Provide basic member service as requested to include but not limited to: Maintain member privacy and accurately authenticate member before providing services
Answer general member account inquiries concerning share and loan accounts
Process requests for stop payments, copies of share drafts, and copies of statements
Process member requests for withdrawals, transfers between accounts, and loan payments
Assist members with new or maturing share certificates
Process the necessary warnings and account blocks when a member reports a lost or stolen checkbook, ATM card, Visa credit card or Visa debit card
Assist members with debit card and credit card related questions
Conduct the necessary research to resolve member problems and complaints, to include timely and complete follow through, accurate documentation and resolving the issue to the member’s satisfaction.
Cross-sell credit union products and services through Synapsys based upon the needs and requests of the member, to include actively persuading members to use more on-line electronic services.
Performs other job-related duties as assigned.
Maintain knowledge of and comply with all BSA related regulations and internal policies and procedures.