Contact Center Officer - Phone Department

Uniwyo Federal Credit Union•Laramie, WY

7d•Onsite

About The Position

The Contact Center Officer position is a full-time, non-exempt role located at the Grand branch in Laramie, WY. This role involves handling incoming and outgoing calls, promoting and selling credit union products and services, managing various financial accounts, and providing administrative support for consumer loans. The officer will also be responsible for issuing ATM and debit cards, ensuring adherence to credit union policies, and responding to member inquiries, concerns, and complaints. Additionally, the role includes performing correspondence-related functions, data entry, and assisting the Vice President of Operations as needed. This position also plays a part in training new contact center staff and recommending policy changes. A key responsibility is ensuring compliance with the Bank Secrecy and Anti-Money Laundering Acts.

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.
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.

Responsibilities

Receives, responds to, 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.
Coordinates and assists with 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.