Contact Center Representative

Neighbors F C U • Baton Rouge, LA

1d • $40,461 - $45,519

About The Position

The Contact Center Representative provides professional, accurate assistance to members and potential members, primarily by phone. The role provides general account information, responds to questions and issues about credit union products and services, offers solutions suited to member needs, and handles complaints. The representative maintains knowledge of credit union offerings and supports a strong sales and service culture.

Requirements

• High school diploma or equivalent required.
• Ability to read and write.
• Ability to count and work effectively with numbers and details.
• Ability to communicate effectively with people at all levels orally, in writing, and by phone.
• Ability to learn, apply, and communicate knowledge of credit union products, services, policies, and procedures.
• Ability to input and retrieve data using a computer.
• Ability to analyze situations related to the position and make sound decisions.
• Ability to adapt to a fast-paced and changing environment.
• Ability to type accurately.
• Ability to use and learn office machines such as copiers, fax machines, and terminals.
• Excellent organizational skills.
• Exceptional interpersonal, written, and oral communication skills.
• Excellent member service skills.
• Ability to work well on a team or independently with little or no supervision.
• Ability to compose letters and memoranda.
• Proficient Microsoft Office skills.

Nice To Haves

• Two years of call center experience or previous experience at a credit union or other financial institution is preferred.

Responsibilities

• Provide information about credit union products and services by phone, determine the nature of members’ requests, handle them, or refer members to the appropriate department.
• Represent the credit union courteously and professionally.
• Assist members with transactions by phone and resolve account issues accurately, efficiently, and promptly.
• Assist members with account transactions, updates, and changes.
• Resolve account issues and handle member complaints.
• Process check orders, stop payments, loan payments, and wire transfers.
• Recommend products and services based on members’ individual needs.
• Assist members with share certificates, disability claims, and IRAs.
• Respond to member inquiries by clarifying requested information and providing applicable solutions.
• Research issues, explore answers and alternatives, implement solutions, and escalate unresolved problems.
• Help members set up new accounts and make changes to existing accounts.
• Maintain knowledge of credit union products and services to support cross-selling.
• Maintain knowledge of online services, including Online Banking, Bill Pay, and Mobile Banking.
• Maintain knowledge of and comply with the Bank Secrecy Act as it relates to the position.
• Perform other duties and responsibilities as required or assigned.

What This Job Offers

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