Contact Center Rep-Tech

OnPoint Credit Union•Portland, OR

2d•Hybrid

About The Position

The Contact Center Representative Tech Support delivers prompt, friendly and professional service to our members by managing incoming digital banking calls and effectively answering questions, troubleshooting and providing the appropriate solution. Adheres to productivity and call standards to achieve high level of quality service. After successfully completing onsite introductory period, this position is eligible to be remote if located in Oregon/SW Washington. Proficient in Spanish highly preferred. Ideal candidate will have customer service experience, excellent verbal and written communication skills, strong technical and analytical skills, the ability to address member concerns and questions and work effectively as part of a team to deliver exceptional service by reinforcing and protecting the OnPoint brand.

Requirements

Exceptional communication skills. Use language effectively to gather information and facilitate the exchange of thoughts/ideas. Expresses self verbally in clear fashion.
Exceptional collaboration and negotiation skills; excels at managing conflict. Can enlist support from others.
Exceptional judgment and analytical skills. Apply logic to solve problems.
Maintains confidentiality
Demonstrate and exercise a positive and professional approach in the work environment.
Ability to independently handle a variety of complex tasks simultaneously, seeking supervision when necessary.
Excellent interpersonal skills. Act as a team player who encourages and models collaboration.
Ability to conduct needs assessments and identify areas for improvement
Ability to quickly adopt and support frequent updates and changes.
High school diploma or equivalent.
Minimum 6 months experience providing conflict resolution and customer service.
Proficiency working with computers.
Experience with analyzing, researching and troubleshooting technical questions.
Ability to work effectively as part of a team with strong interpersonal skills.
Must have Saturday availability.

Nice To Haves

Proficient in Spanish highly preferred.
Preferred minimum 2+ years’ experience in financial/banking sales, service, and relationship management.
Preferred demonstrated knowledge and experience with Focus XP or similar operating systems and digital banking platforms.
Knowledge of financial institution and bilingual skills a plus

Responsibilities

Effectively communicates with members and colleagues on general and complex inquiries and skillfully handles adverse and escalated situations.
Identifies innovative member solutions leading to the retention and building of member relationships.
Provides outstanding service to incoming callers.
Effectively answers questions, effectively troubleshoots requests/questions and brings appropriate resolution to account problems.
Maintains in-depth knowledge of all products and services offered by the Credit Union with a focus on the digital banking platform and operating system.
Keeps supervisor/manager informed of any system issues or potential member impact.
Responds appropriately to incoming requests, returned payments, and miscellaneous inquiries from various digital banking channels.
Identifies and recommends procedural improvements.
Adheres to established policies, procedures and processes and exercises appropriate approval authority.
Meets or exceeds established goals, including sales, call productivity and call quality.
May function as a resource for internal questions.
Perform other duties as assigned.