Contact Center CSR

Partner Colorado Credit Union•Arvada, CO

2d•Onsite

About The Position

Assist members with questions and concerns via incoming calls to the Contact Center in a timely manner, ensuring the highest quality of member service. Proactively applies sales training and sales techniques in selling situations. The ability to handle the essential duties and responsibilities listed below unless otherwise specified.

Requirements

Effective and efficient phone communication skills.
Ability to diffuse irate members, listen to and answer questions members are attempting to ask, but do not know how to phrase accurately.
Ability to work projects in between phone calls without compromising quality of either function.
Ability to identify competitor’s strengths and weaknesses, and uses the information in selling products.
Displays product and service knowledge, using effective selling techniques.
Displays positive and upbeat attitude within department with regard to sales goals.
Proactively seeks training to upgrade both knowledge and technique.
Displays proficiency in the use of technical systems.
Ensure that all credit union members- and employee-related business is kept in the strictest confidence.

Nice To Haves

1-2 years Call Center experience

Responsibilities

Assist members with questions and concerns via incoming phone calls to include but not limited to: Balances, transfers, statement issues, stop payments, loan payments, check copies, credit union checks, address changes, online/mobile banking, bill pay etc…
Check orders via Harland Clarke
Wire transfers
Hold policy concerns
Error corrections as needed with documentation
Open certificates of deposit mail out & follow-up paperwork
Assist with special projects between calls
Research and solve routine member questions, problems, and complaints concerning credit union accounts.
Cross-sell products and services on incoming calls as volume dictates.
Complete research requests per member requests for items within the last six months
Respond effectively in writing to email/ Home Banking questions via email and Cavion
Perform all other duties as requested
Ensure goals are met as assigned
Make outbound calls as requested with provided current member information
Assist members with plastic card inquiries (after three months and training is complete on Plastics)
Balances
Processing payments
Troubleshooting-card not working, didn’t receive card, charges, etc.
Information about interest rates, payments
Disputes- working the member to initiate dispute with FIS
Replacement cards- new or damaged through Symitar
Verifying information on system and following any security measures in place.