Contact Center Representative

Del-One Federal Credit Union • Dover, DE

2d

About The Position

Responsible for handling a variety of member service calls in a prompt, professional, and courteous manner. Demonstrate a proactive approach to anticipating and resolving member concerns with the goal of exceeding each member’s expectations by addressing member questions and problems regarding a variety of products and services. Completes and maintains related reports, records, and files. Cross sells Credit Union products and services and supports all functions within the Contact Center, advising and advocating for broad needs and interests of Del-One members.

Requirements

• High school graduate or equivalent
• General knowledge of Credit Union products, policies, and procedures
• Basic understanding of loans, payment processes, and interest rates
• At least 1 year of experience in contact center environment; preferably in a financial institution
• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our members’ financial lives.
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex member problems through creative solutions.
• Has a commitment to excellent attendance and proven reliability and can work the agreed upon schedule.
• Has a dependable team-player attitude with an understanding that calls must be handled immediately, including weekends.
• Communicates effectively and confidently with all members to make their financial lives better.
• Has the ability to engage with members – begin a conversation, anticipate questions, actively share information using plain language, build rapport and handle objections.
• Ability to use a personal computer and related software applications including Microsoft Word or Excel
• Basic mathematical skills
• Ability to manage multiple tasks simultaneously
• Attention to detail
• Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
• Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly
• Average Hearing: Able to hear average or normal conversations and receive ordinary information
• Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery
• Physical Strength: Sedentary work; sitting most of the time; exerts up to 10 lbs. of force occasionally
• REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables
• MATHEMATICS ABILITY: Ability to perform basic math skills including adding, subtracting, multiplying, and dividing two digit numbers; the four basic arithmetic operations with money; and to use decimals to compute ratios and percent
• LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.

Responsibilities

• Assumes responsibility for the effective and professional completion of Contact Center representative functions.
• Working in a professional, fast-paced environment that requires accuracy, multi-tasking and effectively communicating resolutions in an efficient manner.
• Promptly receives member telephone questions and complaints in a professional manner and understanding how members engage with us using online and mobile technology, financial centers and contact centers to guide them on ways that we can improve their financial life.
• Actively and professionally cross sells Credit Union services.
• Completes research and resolves documentation errors or discrepancies.
• Forwards more complex problems to Contact Center Shift Supervisor, Contact Center Lead and Contact Center Manager.
• Provides general information to members on Credit Union policies, procedures, and programs; assist members with any issues, questions, problems, or complaints they may have.
• Performs routine accounts transactions such as, but not limited to, transfers, loan payments, check requests, etc.
• Maintains and projects the Credit Union's professional reputation and commitment to member service.
• Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with coworkers and with management.
• Assists Contact Center personnel as required.
• Keeps supervisor informed of area activities and significant problems.
• Completes required documents, reports and records accurately and promptly.
• Attends and participates in meetings as required.
• Assumes responsibility for related duties as required or assigned
• Assists other departments as necessary.
• Assists in verifying accounts and other member correspondence.
• Keeps work area clean, secure, and well maintained.

What This Job Offers

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