Contact Center Representative

ACFCU Federal Credit Union • Amarillo, TX

1d • Onsite

About The Position

The Contact Center Representative's primary function is to provide the highest quality service to members. This role requires the ability to accurately assess member needs and provide practical solutions in a considerate, accurate, and professional manner. The representative will provide direct support services to members or connect them with the appropriate staff representative. The work schedule is Monday-Friday from 9:00 am to 6:00 pm. Regular attendance is an essential job function.

Requirements

• Minimum of one year of customer service or related experience.
• Basic reading, writing, math, and communication skills.
• Professional telephone etiquette: the ability to speak clearly and distinctly with proper grammar usage.
• Ability to build rapport with all members/callers and stay calm under pressure.
• Ability to work in confined areas for extended periods while answering inbound telephone calls.
• Adaptable to office and operational changes; must maintain a professional manner and appearance.

Nice To Haves

• Bilingual is a plus!

Responsibilities

• Greet every member in a professional manner.
• Ensures members’ needs are addressed in a polite and friendly manner.
• Responsible for answering member requests, inquiries, complaints, and concerns promptly and accurately.
• Verify the identity, minimizing the member’s time and effort in resolving their questions, whether received via telephone or digital channels.
• Performs teller functions over the phone for members (e.g., transfer funds between accounts and/or loans, stop payments and wire transfers, close and reorder debit cards, provide balances, transaction history, statements, reissue, and reset PINs, address changes, etc.).
• Must multitask and assist members over the phone, chat inquiries, and/or email.
• Identify products/services that might benefit members and provide information.
• Perform check orders, online and mobile banking inquiries, debit card maintenance, and ECM payments.
• Provides loan payoff and resolves general loan questions.
• Assist other departments and branches with transactions as needed.
• Maintain member confidentiality.
• Must follow all ACFCU’s policies and procedures.
• Maintain knowledge of all state and federal regulations that apply to Service Center positions.
• Perform other duties as assigned.

What This Job Offers

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