Contact Center Rep 1

Triangle Credit Union•Nashua, NH

7h•Onsite

About The Position

This role involves welcoming members via telephone, completing transactions accurately and efficiently, and identifying member needs while maintaining confidentiality. The representative will professionally handle inbound and outbound calls, process member account transactions with accuracy and urgency, and collaborate with internal members to resolve inquiries. They will also respond to telephone and email correspondences on the same day, promote products and services to meet objectives, and handle various tasks such as inputting loan applications, analyzing credit reports, processing banking transactions, quoting payoffs, setting up memberships, troubleshooting online banking issues, and performing other duties as assigned. The role requires staying current on credit union products and services through provided information, training, and proactive learning, utilizing knowledge of products, services, and operations to grow membership and increase loyalty through service and sales strategies, meeting annual sales goals, and maintaining absolute confidentiality of member information.

Requirements

One year (1) to three (3) years of similar or related experience
Previous Member/Customer Service, required
A high school education or GED
Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others, inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, and/or soliciting cooperation.
Sales Acumen
Strong Computer Skills
Good Communication Skills
Detail Oriented
Multitasking
Problem-Solving Skills, essential
Organizational Skills
Attention to Detail
Basic Math Skills
Ability to work independently and/or part of a team

Nice To Haves

Experience in a Contact Center Environment, preferred
Financial Services experience, a plus
Previous Lending experience, a plus
Higher education, a plus
Bilingual in Spanish is preferred

Responsibilities

Welcome members (via telephone) and complete transactions, within a reasonable period of time; with accuracy and equally sharing workload with other CCR's, while embracing and using the "Service Strategies" concepts.
Open accounts for new members and work to identify their perceived and unperceived needs, while maintaining absolute confidentiality, in regard to internal and external member information.
Professionally handle a large volume of inbound and outbound telephone calls.
Handle member account transactions with accuracy and a sense of urgency.
Work collaboratively with all internal members to resolve member inquiries in a timely and efficient manner.
Respond to all telephone and/or E-mail correspondences on the same day as they are received.
Promote products and services via Sales Strategies, to meet or exceed department and company objectives; cross-selling.
On-line chat and e-mails, accurately input consumer loan applications (with assistance), answer basic questions, analyze credit reports, process banking transactions, quoting payoffs, setting up membership via on-line applications, troubleshooting on-line banking issues and set ups, and any job functions a "virtual branch" would handle.
Remain current, regarding TCU Products and Services, by previewing information provided.
Seek answers about such products and services and by participating in on-going training.
Use knowledge of TCU products, services, and knowledge of operations to maintain and grow the membership by applying Sales Strategies that lead to, increased member loyalty through the use of both Service and Sales Strategies.
Meet annual sales goal and maintain absolute confidentiality regarding member information.
Performs other duties, as assigned.