Contact Center Representative I

Truliant Federal Credit Union•Winston-Salem, NC

1d•Onsite

About The Position

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. The Contact Center Representative I is responsible for serving the financial needs of our member-owners accurately and efficiently, developing a solid rapport with the member, and, at the same time, supporting Truliant’s mission. This position responds to several different member inquiries and provides the features and benefits of Truliant’s products and services to deepen relationships while adhering to established policies and procedures. As a Contact Center Representative I, you must be committed to providing excellent service to Truliant’s member-owners daily.

Requirements

Must be flexible to assist members with various needs in different capacities throughout the day.
Must have a sound understanding of standard concepts, practices, procedures, regulations, and compliance within the financial services environment.
Must have superior interpersonal and coaching skills; ability to get along with diverse personalities; tactful, mature, flexible, compassionate.
Must have excellent communication skills in English, both verbal and written.
Must have strong interpersonal skills.
Must have good arithmetic skills.
Must have basic personal computer skills.
Must have knowledge of advanced products and services.
Must have the ability to understand all business processes within the credit union.
Must be detail-oriented and well-organized.
Must be able to work in a general office environment.
Must be flexible and able to shift resources and priorities as required.
Must be able to complete all assignments with minimal supervision.
Should possess a strong commitment to providing excellent service to Truliant’s members.
High School Diploma or equivalent required.

Nice To Haves

Previous contact center experience preferred.
Previous experience in the financial industry preferred.

Responsibilities

Receives and responds to member inquiries, including calls, texts, chats, and emails from member-owners within a specialized workgroup assignment, while providing outstanding service that exceeds our members’ expectations on every interaction.
Recognizes and responds to member relationship opportunities using a consultative service and sales approach, promoting Truliant products and services tailored to member needs.
Meets/exceeds all key contact center performance metrics daily, weekly, and monthly.
Displays exceptional member relation skills internally and externally by handling issues at the point of contact, utilizes good follow-through, and always remains professional.
Researches and resolves minor account issues and reaches out to internal support when necessary.
Remains diligent on member identity verification and uses tools and resources to report potential fraudulent activity.
Initiates and follows up on account research requests promptly.
Operates with a sense of urgency in addressing member needs.
Participates in a team environment, displaying community/credit union involvement, shares success stories, and remains professional with internal members.
Prepares to move into higher levels of responsibility through adherence to coaching and development sessions.
Receives calls from member-owners within all workgroup assignments, including, but not limited to, Business Services, Vendor Return, and Wire Transfers.
Assists with other tasks and projects as assigned.