Contact Center Representative

Clearwater Federal Credit Union • Missoula, MT

2d • Onsite

About The Position

This in-branch Contact Center Representative position, located in Missoula, MT, provides direct member support through audio, video, chat, and other delivery channels by completing transactions, fulfilling requests, and serving as a trusted source of information to help members navigate their financial needs with confidence.

Requirements

• Embrace the Mission, Values, and Vision of the Credit Union.
• Ability to interact with more than one department daily.
• Ability to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances.
• Ability to possess versatility and flexibility to successfully service our members and serve as a back up to other positions as required.
• Ability to possess the creativity and resourcefulness required to successfully complete assigned duties without constant supervision.
• Ability to understand and follow moderately complex written and oral instructions.
• Ability to express oneself clearly and concisely, both orally and in writing.
• Ability to accept responsibility for access to confidential data.

Responsibilities

• Skilled at answering Audio and Video calls
• Completes outbound phone calls
• Comfortable and efficient using Chat
• Provides personalized guidance to address all the member’s needs
• Comfortable using multi-engagement channels to assist members
• Responds to all incoming chats
• Answers all emails from website and ones directed to Contact Center email addresses
• Responds to all online banking messages
• Solve member account problems
• Update member records
• Process member transactions and other member requests
• Protects members and credit union from fraudulent activities
• Proficient use of technology
• Refer products and services based on identified member need
• Knowledge of products and services, including staying up to date with changes and additions
• Provide internal and external members with excellent service
• Follows all credit union policies and procedures, including being compliant with state and federal laws and regulation
• Reliable attendance and completion of tasks

Benefits

• health insurance
• PTO
• 401(k) match
• paid volunteer time

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed