Contact Center Rep

Frontier Credit Union•Idaho Falls, ID

About The Position

The Contact Center Rep handles incoming calls and provides service through live chat, video, and other contact channels. The role serves as a knowledgeable, friendly resource for credit union members, answering questions about products and services, providing technical assistance, and completing requested financial transactions. The representative seeks to resolve inquiries during the initial interaction or transfers them to subject matter experts when appropriate. The role also identifies opportunities to recommend products and services based on member needs.

Requirements

High school graduation or equivalent.
At least six months of customer service experience.
Demonstrated ability to cross-sell products and services based on member needs.
Knowledge of credit union products and services.
Good verbal and written communication skills.
Proficiency with PCs and standard software.
Proficient typing skills.
Strong interpersonal and public relations skills; communicates courteously, tactfully, and diplomatically, and exercises discretion on credit union matters.
Excellent judgment and creative problem-solving skills, including the ability to explain the reason for and process of a resolution.
Ability to work independently with limited supervision and effectively as part of a team.
Ability to read and carry out written instructions and follow verbal directions.
Ability to handle diverse personalities and cultures calmly and professionally while maintaining high member-service standards.
Commitment to professional and ethical standards and fair treatment of others.
High accuracy, efficiency, and quality; ability to manage multiple tasks and changing priorities.
Regular, reliable, and timely attendance, with availability to work days and hours as business needs dictate.

Nice To Haves

Call center experience.
Financial industry experience.

Responsibilities

Promptly respond to incoming calls, chats, and one-way or two-way video requests.
Identify and address member needs using expert knowledge of credit union products, services, promotions, operational practices, policies, procedures, and team members.
Professionally cross-sell products and services that support members’ financial success.
Accurately and efficiently complete requested financial transactions.
Research and resolve discrepancies and account errors, coordinating with other departments as needed.
Communicate issues involving credit union activities and member accounts to relevant departments.
Contribute positively to personal, team, and organizational goals.
Provide exceptional service to internal and external members.
Comply with credit union policies and procedures, applicable state and federal laws and regulations, and Bank Secrecy Act requirements.
Assist area personnel with related functions as needed.
Complete other assigned duties commensurate with the position.