Contact Center Representative I

First U.S. Community Credit Union

11h•Hybrid

About The Position

Demonstrate a high level of member service by supporting multiple contact channels, primarily via telephone. Under general supervision of the Contact Center Manager, and in conformance with established policies and regulations, match credit union products and services to member needs.

Requirements

High School diploma or equivalent
Ability to operate computer terminal and general office equipment
Excellent member service and sales skills
Type 20 wpm
Strong interpersonal communication & problem-solving skills
Balancing and transaction accuracy

Nice To Haves

6 months to 1 year financial institution experience preferred

Responsibilities

Assist members over the telephone by processing transactions and providing information on Credit Union products and services
Help resolve member questions and account issues through research and follow up
Advocate for our members and be willing to escalate calls or solicit help when needed
Deliver excellent member service in an efficient and professional manner
Maintain confidentiality of member and credit union records
Recognize red flags and inconsistencies during member interactions
Demonstrate empathy on each member engagement
Meet individual goals while contributing to Contact Center objectives
Understands and follows the CU’s BSA-AML compliance program including but not limited to: Filing Currency Transaction Reports, Filing Suspicious Activity Reports, Conducting OFAC checks in accordance with the CU’s OFAC screening procedures
Perform member transactions with a high level of accuracy
Process mail deposits/payments, account closure requests, and perform account maintenance such as address changes, ordering ATM/debit cards, check orders, etc.
Perform job functions of University Branch Member Service Representative, as needed
Performs other duties as assigned
Helps with branch’s assigned collateral duties
When needed, perform Member Service Representative job functions at University Branch including, teller transactions, loan fundings, account maintenance, vault and ATM balancing, and member follow up