Contact Center Rep I

Heritage Family Credit Union • Rutland, VT

7d • Onsite

About The Position

As a Contact Center Representative I, you will be the first point of contact for our membership, handling inbound and outbound calls in a fast-paced environment. Serves members promptly and professionally while providing an exceptional member experience over the phone for member service requests.

Requirements

• A high school diploma or equivalent
• Previous experience in a customer or member service role
• Excellent phone skills/etiquette and ability to communicate clearly and effectively over the phone.
• Strong problem-solving abilities.
• Ability to work in a fast-paced environment and handle high call volume.
• Basic computer knowledge.

Nice To Haves

• Previous experience in a call center environment or for a financial institution is preferred.

Responsibilities

• Answer incoming calls promptly and professionally to respond and resolve members’ inquiries and requests regarding their membership with a focus on one call resolution.
• Perform other services such as wire transfers, disputes, etc. along with other account maintenance.
• Provide accurate information about products, services and company policies.
• Follow-up with members and escalate issues to supervisors when necessary.
• Have a strong sense of identifying and preventing fraudulent activity.
• Work closely with the supervisor and compliance team to protect our members and company from financial loss.
• Document all fraud cases and maintain accurate records in credit union systems.
• Maintain an up-to-date and comprehensive knowledge on all credit union products and services that are handled or promoted by the Contact Center Representative I.
• Proactively identify, promote, explain and cross-sell credit union products and services.
• Adhere to all credit union policies, procedures, and regulatory requirements, which include but are not limited to, Anti-Money Laundering (AML) and Bank Secrecy Act (BSA) products.
• Adhere to established identification procedures to verify the identity of members for both inbound and outbound calls.
• Document verification steps accurately in all systems.
• Open new accounts with a high level of proficiency, including, but not limited to consumer and business share draft accounts, term share certificates, debit cards and more.
• Verify that all account forms have been properly and accurately completed, ensure proper follow-up on information to complete the account process, and submit all account documents for review in a timely manner.
• Meet or exceed key performance metrics, including but not limited to call goals, quality assurance, and member hold time expectations.
• Establish and maintain effective coordination and working relationships with area personnel and with management.
• Keep the contact center supervisor and manager informed of area activities of any significant problems or concerns.

Benefits

• Paid time off in addition to paid federal holidays
• Medical, dental, and vision benefits to employees who regularly work 24+ hours a week
• 401k match
• Ongoing training opportunities
• 8 hours of volunteer time with an organization important to you
• Reimbursement each month for Gym membership (up to $25), hobby reimbursement (up to $25) and fresh local foods (up to $25 on a seasonal basis)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED