Contact Center Consultant

UT Federal Credit Union•Knoxville, TN

1d•Onsite

About The Position

Responsible for answering and responding to member inquiries received through the telephone contact center. Provides superior service to members and potential members via phone, mail, email, fax, or home banking. As the initial contact person, represents the credit union in a professional, courteous, and helpful manner. Provides prompt, professional and courteous support and assistance to members and credit union employees. Essential duties include providing friendly, responsive service to all members, cultivating and maintaining appropriate relationships, and abiding by service standards. The role involves managing complaints, resolving problems, and responding to inquiries via various channels. Consultants must demonstrate thorough knowledge of credit union consumer products and services (Share and share draft accounts, Certificates, Loan products, Credit and Debit card services, Online/Mobile/Telephone banking, Wire transfers, Direct deposits, Payroll deductions, and Other services) and a basic understanding of business products. They process financial transactions, perform account maintenance, educate members on products, and achieve referral/sales goals. Maintaining confidentiality, mitigating risk through stop payments and dispute resolution, and supporting other employees with electronic interfaces are also key. The position requires efficient and accurate performance of beginning and end-of-day duties, preparing reports, actively participating in meetings, and attending training for continuous job knowledge improvement and personal career development.

Requirements

Maintains the highest standards of ethical behavior.
Maintains a positive attitude with employees and members, and remains flexible while focused on accepted practices, policy, productivity and effectiveness.
Promotes awareness of the credit union mission and brand statement to the credit union membership.
Abides by the Service Standards established by the credit union.
Strong knowledge of financial products and services.
Demonstrated sales skills and ability to meet sales goals.
Regular and predictable attendance.
Excellent verbal and written communication skills to communicate professionally.
Maintains a professional appearance in accordance with established dress code.
Technological skills and knowledge, including computer literacy.
High school diploma (or GED).
6 months to two years' related experience in a customer/member service, financial institution, or sales environment; or an equivalent combination of education and experience.
Ability to read and interpret forms, account entries and transactions, credit union documents, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and construct basic correspondence to communicate professionally with members.
Ability to speak effectively by telephone with members or other employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percentages.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving variables in situations.

Nice To Haves

Excellent communication skills by listening to members' needs and offering expert advice on products and services in a positive, friendly manner.
Patience and empathy when dealing with members and employees.
Focused and well-organized.
Ability to think on their feet.
Charisma.
Team spirit.
Ability to work in a dynamic environment.
Ability to think creatively to find solutions.
Motivated to take initiative as appropriate.

Responsibilities

Answering and responding to member inquiries received through the telephone contact center.
Providing superior service to members and potential members via phone, mail, email, fax, or home banking.
Representing the credit union in a professional, courteous, and helpful manner as the initial contact person.
Providing prompt, professional and courteous support and assistance to members and credit union employees.
Cultivating and maintaining appropriate relationships with members and co-workers.
Abiding by UT Federal Credit Union's Global and Departmental Service Standards.
Managing complaints, resolving problems, and responding appropriately to contact center inquiries via phone, email, and other correspondence.
Demonstrating a thorough knowledge and understanding of credit union consumer products and services and related policies, procedures, rules, and regulations.
Accurately assisting members with Share and share draft accounts, Certificates, Loan products, Credit and Debit card services, Online/Mobile/Telephone banking, Wire transfers, Direct deposits, Payroll deductions, and Other services as directed.
Demonstrating a basic knowledge and understanding of credit union business products and services and related policies, procedures, rules, and regulations.
Efficiently and accurately processing members' financial transactions and performing member account file maintenance within established levels of authority.
Educating members on appropriate products and services to benefit the member.
Achieving referral and/or sales goals set forth by the credit union.
Maintaining the highest level of confidentiality with all member information.
Appropriately mitigating risk through accurately completing member requests for stop payments and member disputes of unauthorized transactions.
Providing support to other credit union employees in electronic interfaces, including online and mobile banking.
Efficiently and accurately performing beginning of day and end of day duties, such as balancing daily transactions.
Preparing and maintaining reports, as assigned.
Actively participating in branch and all-staff meetings to maintain awareness of organizational issues and promotional campaigns.
Staying current on policies, procedures, and applicable regulations.
Attending training classes to continuously increase job knowledge and overall job performance.
Taking initiative for personal career development and seeking opportunities to learn new skills.