Contact Center Member Service Representative
About The Position
Contact Center Member Service Representatives serve as the Credit Union's primary contact for members using telephone and audio/video through the Interactive Teller Machines (ITMs). They are responsible for creating an engaging environment and an exceptional impression on all our members, requiring a high level of professionalism and welcoming presence during virtual sessions. The representative should be able to effectively complete the key job functions, which include, but are not limited to, accurately assisting members with their financial transactions which involve paying and receiving cash and other negotiable instruments through the ITM, professionally responding to member inquiries, researching requests and providing resolutions, developing member relationships through sales referral opportunities, and becoming proficient in credit union regulations, policies, and procedures that are applied to daily responsibilities.
Requirements
- High School diploma or GED equivalent required
- Minimum of 1 year experience fostering customer engagement
- Past experience in positions requiring attention to detail and math skills
- Strong verbal and non verbal communications skills
- Demonstrated ability to communicate information clearly and professionally over the phone and digital channels
- Functional experience with Google Applications: Docs, Sheets, Gmail, Calendar
- Computer literacy (Google Applications and Microsoft Office)
Nice To Haves
- a commitment to exceptional member service
- strong listening skills with the ability to understand and appropriately restate what was heard
- ability to appropriately respond to questions and objections and probe for understanding
- ability to be solution-oriented
- resourcefulness when searching for solutions/answers
- strong interpersonal skills with ability to work with people at all levels of an organization and build teamwork
- demonstration of initiative, commitment to continuous learning, and ability to adapt to changing demands and requirements
- disposition to work in a fast-paced environment with frequent interruptions, occasional short deadlines, and stressful situations
- high level of skill in handling sensitive and confidential information and ensuring privacy
- excellent math skills, organizational skills and attention to detail
Responsibilities
- Accurately assisting members with their financial transactions which involve paying and receiving cash and other negotiable instruments through the ITM
- Professionally responding to member inquiries
- Researching requests and providing resolutions
- Developing member relationships through sales referral opportunities
- Becoming proficient in credit union regulations, policies, and procedures that are applied to daily responsibilities
Benefits
- Monthly incentive earning potential
- Quarterly BONUS earning potential
- Generous paid time off of 160 hours per year (4 weeks) with ability to advance to 200 hours per year (5 weeks) after 5 years of service
- Paid holidays equates to an additional 10 days off per year
- Career development from day 1
- Community involvement opportunities provide an additional 8 hours of paid time off to serve
- $0 premium health, dental, vision insurance, in addition to a monthly credit union HSA contribution
- No cost telemedicine services for all team members (and your immediate family)
- No cost Mental Health resources
- 401(k) plan participation at 90 days with company match of 100% up to 6%
- Active wellness program with gym membership reimbursements and more!
- Additional benefits such as cancer, critical illness, accident, and life insurance options
- Dependent Care flexible spending account
- High-energy team that celebrates personal & team successes
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
