Contact Center Officer - Phone Department (On Site)

Uniwyo Federal Credit Union•Laramie, WY

7d•Onsite

About The Position

The Contact Center Officer handles member communications through incoming and outgoing phone calls, chats, emails, and text messages, as well as voicemail and written or in-person inquiries. The role responds to questions, concerns, problems, and complaints about member accounts; identifies member needs; provides accurate information; and directs members to appropriate departments. The officer promotes and sells credit union products and services and evaluates which offerings may benefit members. The position establishes, maintains, and closes savings and transactional accounts within established boundaries; provides administrative support for consumer loans; and opens, closes, and troubleshoots debit and credit cards. It also performs correspondence and administrative tasks, including compiling and routing information, maintaining files, and entering data into electronic or manual systems. The officer may assist the Manager or Director of Contact Center Operations, train new Contact Center Officers and Service Representatives, and recommend policy or procedure changes. The role requires managing multiple digital conversations and tasks while responding promptly and accurately, maintaining professional written communication, and working effectively under time pressure. The officer must recognize and respond appropriately to members’ emotions, adapt to new processes and systems, and comply with Bank Secrecy Act and Anti-Money Laundering requirements, including monitoring for potential illegal activity relevant to the position. Other duties may be assigned.

Requirements

High school diploma or GED and one year of relevant accounting, banking, sales, or closely related experience, or an equivalent combination of experience and/or education providing comparable knowledge, skills, and abilities.
Proficiency in word processing and current spreadsheet software.
Knowledge of applicable credit union rules, ordinances, codes, regulations, administrative orders, case law, and other governing requirements.
Knowledge of credit union policies and procedures and customer service principles.
Ability to assess and prioritize multiple tasks, projects, and demands; meet deadlines; analyze problems; and recommend solutions.
Ability to establish and maintain effective working relationships with coworkers, other UniWyo employees, representatives from other credit unions, the public, and others doing business with UniWyo.
Skill in operating a personal computer using a variety of software and operating systems/applications.
Strong written communication, including professional tone, grammar, and spelling; accurate typing; and the ability to maintain quality while handling multiple interactions under time pressure.

Responsibilities

Handle incoming and outgoing phone calls, chats, emails, and text messages, and respond to voicemail as needed.
Promote and sell credit union products and services; evaluate and recommend offerings that may benefit members.
Establish, maintain, and close savings and transactional accounts within established boundaries.
Perform administrative support duties for consumer loans.
Open, close, and troubleshoot debit and credit cards.
Respond to member requests, concerns, problems, and complaints regarding accounts; answer questions promptly, accurately, and concisely.
Identify members’ needs and direct them to appropriate departments.
Perform correspondence-related functions, compile and route information, prepare and maintain files, and enter data into electronic and/or manual systems.
Respond to inquiries made in writing, electronically, by phone, and/or in person.
Assist the Manager or Director of Contact Center Operations as required.
Assist with training new Contact Center Officers and Service Representatives.
Recommend changes to existing policies and procedures.
Manage member inquiries across communication channels, maintaining prompt and accurate responses and professional written communication.
Manage multiple conversations and tasks simultaneously, switch between platforms, and navigate digital platforms to resolve basic technical issues.
Recognize and respond appropriately to members’ emotions and adapt to changing processes, systems, and member needs.
Comply with Bank Secrecy Act and Anti-Money Laundering requirements, including monitoring for potential illegal activity relevant to the position.
Perform other duties as assigned.