Contact Center Representative - Credit Cards

OnPoint Credit Union•Portland, OR

2d•Onsite

About The Position

Our Contact Center team is located at the Clackamas Operations Center and are the first line of communication with our Members who call in for a variety of questions, transactions, and other financial services and needs. Through an interactive, responsive, and consultative approach, Credit Card Representatives are responsible for effectively handling in-bound credit card calls with extraordinary Customer Service, providing support on all credit card inquiries and maintenance, including disputes. The Credit Card Representative must have a comprehensive understanding of Credit Union policies and procedures, and all credit card services in order to assist members with their inquiries. This position will have a focus on additional credit card problem-solving, providing solutions and education for members. A firm understanding of credit card systems, including vendor platforms, is critical.

Requirements

Strong verbal and written communication skills, ability to clearly document changes in procedures
Solid understanding of financial institution operations policies, procedures, and applicable regulation
Strong understanding in practical application of member-related credit card functions and inter-related systems that affect member’s credit card experience
Ability to make decisions in circumstances that may not be well defined; being adaptive when necessary
Collaborative team-mentality combined with critical thinking; empowered to provide input
Strong desire and willingness to learn
High school diploma or equivalent required
3-years experience in a direct customer facing role required
3-years demonstrated success in a member servicing role required
3 years experience with credit union systems and functions

Nice To Haves

2-year experience with credit card systems and functions preferred
Understanding of RegZ dispute cycles preferred

Responsibilities

Effectively communicate with members and colleagues on general and complex credit card inquiries, troubleshooting requests, bringing appropriate resolution to account problems, and skillfully use customer service skills to find solutions and answers to inbound calls.
Effectively handle high inbound call volume while representing the Credit Union in a friendly and professional manner while providing exceptional customer service to Member by welcoming callers in a polite, friendly, and professional manner.
Continue great customer service throughout the 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.
Maintains knowledge of all products, services, and processes offered by the Credit Union to effectively build member relationships and provide superior customer service.
Able to assist credit card members with digital banking set up and troubleshooting.
Is knowledgeable of and adheres to established policies, procedures, processes, and exercises appropriate approval authority.
Meets established goals set by Contact Center Manager.
Contributes to a sense of teamwork and purpose within the department through collaboration and making informed recommendations/decisions on credit card topics.
Provides ideas and input for increasing operational efficiencies by streamlining processes and/or recognizing inefficient use of time/effort and outdated tasks.
May perform outbound calling.
May assist in training new and existing employees, in conjunction with the Contact Center Management and Training Department.
Other responsibilities as assigned.