Contact Center Officer - Phones

Uniwyo Federal Credit Union•Laramie, WY

2d•$0 - $23•Onsite

About The Position

The Contact Center Officer is responsible for handling incoming and outgoing phone calls, chats, emails, and text messages. This role involves promoting and selling products and services, managing savings and transactional accounts, performing administrative support for consumer loans, and troubleshooting debit and credit cards. The officer must ensure adherence to Credit Union policies and procedures, and effectively manage member inquiries across various communication channels with clear, professional, and accurate communication. Additionally, the role requires compliance with Bank Secrecy Act and Anti-Money Laundering requirements.

Requirements

A high school diploma or GED
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.
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 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.

Responsibilities

Receives, responds to, and assists with incoming and outgoing phone calls, chats, emails, and text messages.
Promotes and sells products and services.
Responds to voicemail as needed.
Establishes, maintains, and closes savings and transactional accounts within established boundaries.
Performs administrative support duties for consumer loans.
Opens, closes, and troubleshoots debit and credit cards.
Ensures adherence to Credit Union policies and procedures and consistently promotes UniWyo products and services.
Responds to members’ requests, concerns, problems, and complaints regarding their accounts.
Communicates clearly and conveys accurate information.
Identifies members’ needs and directs them to appropriate departments.
Evaluates and promotes products and services that may benefit members.
Answers members’ questions promptly, accurately, and concisely.
Performs correspondence-related functions.
Compiles information and routes it to appropriate departments.
Prepares, updates, and maintains files.
Enters data into electronic and/or manual systems.
Assists the Manager or Director of Contact Center Operations as required.
Responds to inquiries made in writing, electronically, by phone, and/or in person.
Assists with training new Contact Center Officers and Service Representatives.
Recommends changes to existing policies and procedures.
Effectively manages member inquiries across communication channels by responding promptly and accurately to text messages, emails, and real-time chat.
Demonstrates excellent written communication that is a clear, professional interaction with strong grammar, spelling, and tone control.
Seamlessly switches between platforms while maintaining accuracy and quality under time pressure.
Manages multiple conversations and tasks simultaneously; demonstrates quick and accurate typing; navigates digital platforms to resolve basic technical issues.
Recognizes and responds appropriately to members’ emotions to ensure they feel heard and supported.
Uses effective time management to handle high volumes of interactions and adapts quickly to new processes, systems, and member needs.
Responsible for compliance with the Bank Secrecy Act and Anti-Money Laundering requirements, including monitoring for potential illegal activity as it pertains to this position.
Performs other duties as assigned.