Contact Center Rep

OnPoint Credit Union•Portland, OR

19h•Onsite

About The Position

OnPoint Community Credit Union is a not-for-profit, Member-owned financial institution seeking Contact Center Representatives to be the first line of communication with Members. Representatives will handle inbound calls and emails, providing information, processing transactions, resolving issues, and referring financial products and services. The role requires an interactive, responsive, and consultative approach to deliver extraordinary customer service.

Requirements

High School Diploma or equivalent
Application of basic computer skills
Knowledge of financial institutions
Experience in the use of general math, experience with ten-key and basic computer skills
Must have Saturday availability

Nice To Haves

One year customer service experience
Previous job duties in a CSR / Customer Service Representative titled position
Bilingual skills a plus

Responsibilities

Effectively communicate with members and colleagues on general and complex inquiries, using customer service skills to find resolutions and answers to inbound calls and emails.
Identify solutions leading to the retention and building of member relationships while consistently maintaining a high level of customer service.
Exceed customer service standards while maintaining peer average call volume.
Answer all inbound calls by welcoming callers in a polite, friendly, and professional manner.
Continue great customer service throughout the phone call by thanking caller by name, demonstrating interest and willingness to help, projecting energy in tone, being friendly and genuine, and ensuring callers’ needs are fulfilled.
Effectively handle high inbound call volume while representing the Credit Union in a friendly and professional manner while providing exceptional customer service to Members.
Answer questions, troubleshoot requests, and bring appropriate resolution to account problems.
Maintain knowledge of all products, services, and processes offered by the Credit Union to effectively build member relationships and provide superior customer service.
Refer financial products and services and meet established referral goals set by Contact Center Manager.
Understand the practices of various support departments and the overall impact on customer service and the work flow.
Be knowledgeable of and adhere to established policies, procedures, and processes and exercise appropriate approval authority.
May assist in training new and existing employees, in conjunction with Contact Center management and the Training Department.
May perform outbound calling to build member relationships.
Perform other duties as assigned.