Contact Center Officer - Phone Department

Uniwyo Federal Credit Union•Laramie, WY

12d•$19 - $19•Onsite

About The Position

The Contact Center Officer will be responsible for receiving, responding to, and assisting with incoming and outgoing calls. This role involves promoting and selling products and services via phone, managing voicemails, and establishing, maintaining, and closing various financial accounts. The officer will also provide administrative support for consumer loans, issue ATM and debit cards, and enthusiastically promote UniWyo products and services while ensuring adherence to Credit Union policies and procedures. Additionally, the role requires responding to member requests, concerns, problems, and complaints, identifying member needs, and directing them to appropriate departments. The officer will evaluate and promote beneficial products, and answer member questions accurately and concisely. The position also includes performing correspondence-related functions, compiling information, preparing and maintaining files, and entering data into systems. As needed, the officer will assist the Vice President of Operations and respond to inquiries via written, phone, or in-person communication. This role also involves assisting with the training of new contact center officers and service representatives and recommending policy changes. A key responsibility is ensuring compliance with the Bank Secrecy and Anti-Money Laundering Acts. Other duties as assigned are also part of this role.

Requirements

A high school diploma or GED AND one (1) year of relevant accounting, banking, sales or closely related experience OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
Must be proficient in word processing and current spreadsheet software.
Knowledge of applicable credit union rules, ordinances, codes, regulations, administrative orders, case law and other governing rules and regulations.
Knowledge of the Credit Union’s policies and procedures.
Knowledge of the principles of file and records management.
Knowledge of the principles of customer service.
Skill in assessing and prioritizing multiple tasks, projects and demands.
Skill in working within deadlines to complete projects and assignments.
Skill in assessing, analyzing, identifying and recommending solutions to problems.
Skill in establishing and maintaining effective working relations with co-workers, other UniWyo employees, representatives from other credit unions, general public and/or others having business with UniWyo.
Skill in operating a personal computer utilizing a variety of software and operating systems/applications.

Nice To Haves

May be required to move and/or transport heavy, bulky supplies, materials and/or other items weighing up to 40 pounds.
May be exposed to potential physical harm and infectious diseases.
May be required to work outside the traditional work schedule.

Responsibilities

Receives, responds and assists with incoming and outgoing calls.
Promotes and sells products and services by phone.
Continuously checks voice mail and replies to messages accordingly.
Establishes, maintains, and closes a variety of financial savings and transactional accounts within established boundaries.
Coordinates and assists with the administrative support duties for consumer loans.
Issues ATM and debit cards.
Enthusiastically promotes UniWyo products and services.
Ensures Credit Union policies and procedures are adhered to.
Responds to member’s requests, concerns, problems, and complaints regarding their accounts.
Communicates and conveys information to members.
Identifies member’s needs and directs them to appropriate departments.
Evaluates and promotes products that may be beneficial to members.
Responds to members questions in a timely fashion accurately and concisely.
Performs a combination of correspondence related functions.
Compiles information and routes to appropriate departments.
Prepares, updates and maintains files.
Enters data into electronic and/or manual recording systems.
Assists the Vice President of Operations as required.
Responds to inquiries made in writing, by phone and/or in person.
Assists with the training of new contact center officers and service representatives.
Recommends changes to existing policies and procedures.
Responsible for compliance with the Bank Secrecy and Anti Money Laundering Acts including monitoring for such illegal activity as it applies to this position.
Performs other duties as assigned or required.