Contact Center Officer I - Spanish Preferred

Valley Strong Credit Union•Bakersfield, CA

25d

About The Position

A Contact Center Officer provides significant Member impact by ensuring excellent Member service while having built a thorough knowledge of financial services, including account management; all facets of account resolution; general loan knowledge; and credit union policies and procedures. Individuals interacting with Members and non-members in vast occurrences with a major impact on the organization. Using excellent service standards, incorporating methodology of building rapport and interviewing thoroughly in every interaction with Members and Team Members. A Contact Center officer will possess positive and professional tones and display empathy with all Members and Team Members. Ensuring that a smile can be heard on each call, creating an environment of trust by “doing what’s right.”

Requirements

High School or GED Or equivalent; additional education in finance, business, or related experience a plus.
Previous experience in a customer/Member service role, preferably in a financial institution or Contact Center environment.
Ability to read and comprehend instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to Members and other Team Members at the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute dividends and interest.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written or oral form.
The Team Member occasionally must lift and/or move up to 10 pounds. Ability to stand for long periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to process transactions in an efficient manner. Must be able to communicate policies and procedures to Members in an easily understood and professional manner.
Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) laws and regulations, as they pertain to federal guidelines and internal policies and procedures.

Responsibilities

Handling incoming calls, emails, and chats from credit union Members in a professional and efficient manner.
Accurately processes financial transactions including but not limited to; withdrawals, transfers, payments, ACH, check stop payments and general ledger entries.
Acting as a Member advocate, being ever conscious of the value of the Member and membership, using a flexible and open-minded approach and gaining approval for any decisions outside of authorization limits.
Documenting Member interactions and transactions accurately in the credit union's customer relationship management (CRM) system.
Possesses excellent verbal and written communication skills with professional phone etiquette.
Knowledgeable in all tools, delivery channels, products, services, fees, and policies to provide accurate and relevant information to Members.
Utilizing sales techniques to deepen Member relationships, offer appropriate solutions and cross-sell credit union products and services while processing transactions.
Resolving Member complaints, concerns, and issues promptly, and escalating complex cases to the appropriate department or leader.
Meeting or exceeding individual and team performance targets including call quality, Member satisfaction, handle time, and productivity metrics.
Using relevant information to better understand problems and opportunities.
Implements decisions or initiates action with appropriate urgency.
Providing coverage in all assigned areas of Contact Center where service or assistance is needed, including but not limited to Contact Center Member services, web chat, texting solution, Contact Center request and must answer line.
Following established scripts and guidelines to ensure consistent and professional communication with Members.
Embracing change as opportunities above obstacles, treating all new situations as opportunities for learning or growth.
Collaborating with other credit union departments to resolve Member issues and provide seamless service.
Taking action that goes beyond current job requirements, challenges the status quo to achieve results, and effectively demonstrates a mindset of continuous learning and development.
Aids with document imaging including scanning of Member information, account documentation and uploading documents from a centralized location to the imaging system.
Ability to multitask and work in a fast-paced environment while maintaining attention to detail.
Continuously improving knowledge by using learning initiatives through the organizations training and learning center.
Demonstrating a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
Performs other duties as assigned.