Contact Center Rep

SCU Credit Union•Sharon, MA

11h•$23 - $24•Onsite

About The Position

Under the direction of the Contact Center Manager, demonstrates a broad understanding of deposit and consumer loan products and services and to perform various duties related to account opening, origination of consumer loans, accurately & efficiently processing member data, and a full understanding of the services offered by the Credit Union, more specifically, electronic and digital products. Builds member relationships with an emphasis on financial education, through knowledge and understanding of all credit union products & services. Quality of the work and level of productivity is within an acceptable range for the department and corresponds to level of experience; adheres to established policies and procedures. Supports the Credit Union’s Core Values and Vision Statement with a focus on service, quality, efficiency, and teamwork.

Requirements

High School Diploma or GED plus specialize coursework; 2-4 years of related experience; or equivalent combination of education and experience.
Ability to cross-sell credit union products is also required.
Strong member relations and effective communication are essential.
Ability to read and comprehend multiple instructions, short correspondence, and memos.
Ability to write routine reports and correspondence.
Requires well developed communication skills, courtesy, professionalism, and discretion.
Must have active listening skills in order to make appropriate recommendation for products and services.
Ability to exercise good judgment in dealing with members, the public, and other employees of the Credit Union.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Organized and detail oriented.
Good judgment, problem solving, and decision-making skills.
Able to apply knowledge and experience to seek solutions and solve problems.
Able to resolve problems in a timely manner, gather and review information, make recommendations for possible solution, and escalate issues following proper channels.
Takes responsibility and ownership for servicing members.
Responds promptly to member needs, solicits member feedback to improve service, and builds rapport during all interactions and communications.
Handles difficult or emotional member situations in a positive manner.
Self-motivated, takes initiative, and performs work with minimal direction.
Able to manage, organize and prioritize work to ensure its completion in a timely manner, that deadlines are adhered to, and department productivity is maintained.

Responsibilities

Assists the Contact Center in meeting or exceeding its abandon call rate and longest average wait time metrics; strives for first call resolution to support service expectations.
Actively engages in the relationship building process by identifying potential financial needs for members and makes appropriate referrals of products & services such as: savings, checking, credit/debit cards, internet/mobile banking, consumer loan products, etc.
Understands and maintains a working knowledge on all credit union deposit and loan products and can identify appropriate products to best meet member needs.
Performs routine transactions such as account opening, initial loan application inquiries up to originating consumer loan applications, basic deposit/loan transactions accurately and efficiently; reconciling daily work and assists in balancing the department at the end of the day.
Responsible for resolving members issues/concerns with various products & services, such as Debit/Credit Cards and Online Banking/Bill Pay, using appropriate tools/resources.
Collaborates effectively with team members to maintain high quality member service and efficient department operation; establishes and maintains a good working relationship with all credit union personnel.
Conducts business in a professional manner, always using a pleasant tone to greet the member.
Takes responsibility for promptly addressing member questions/concerns, that come in through all delivery channels, and refers issues that exceed authority to appropriate personnel.
Adheres to all Member Service Center processes, procedures, and compliance regulations including member identification/authentication procedures and confidentiality policies.
Understands and supports contact center goals/metrics that are used to measure success.
Participates in department and/or organizational projects as directed.
Performs related and unrelated duties as assigned and therefore required.