Contact Center Representative

Greater Iowa Credit Union•West Des Moines, IA

1d•Onsite

About The Position

Greater Iowa Credit Union is looking for someone to assist our members, potential members, and vendors with their telephone requests. As a Contact Center Representative, you would explain our products and services, respond to problems, and if needed, direct phone calls to appropriate area. Location: 1630 22nd St. West Des Moines, IA 50266 or 826 N 2nd St, Ames, IA 50010 Hours: Monday-Thursday 8 am - 5 pm Friday 8 am - 5:30 pm Saturday 9:00 am - 12:00 pm

Requirements

One year to three years of similar or related experience.
A high school education or GED.
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Good diction and strong friendly voice.
Advanced listening and telephone skills.
Ability to operate multi-line phone system, computer/mouse/keyboard and general office equipment.
Proficient with windows operating environment. Experience with Microsoft Word, Excel and Outlook.
Ability to interpret policies/procedures and make decisions based on that information.

Responsibilities

Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
Service skills: Responds to inquiries/issues utilizing various online resources such as email and online chat. Provide accurate, courteous, friendly, timely, and professional phone service to all members, potential members, vendors, and co-workers.
Operate Interactive Teller Machine (ITM) and process financial transactions including deposits, withdrawals, cash checks, loan payments and transfers. Balance drawer and transactions daily.
Routinely check for accuracy of member contact information during member interactions and complete contact information change process when appropriate.
Dependability: Extent to which you fulfill instructions and responsibilities including attendance punctuality and amount of supervision required.
Working Relations: Your effectiveness in interactions with others including: interpersonal skills, cooperativeness, approachable/open, conflict management and promotes positive environment.
Provide accurate, courteous, friendly, timely, and professional phone service to all members, potential members, vendors, and co-workers.
Adheres to member service standards, core values, the credit union's promise/vision and supports the strategic objectives of the credit union.
Answer and/or resolve all phone calls, minimizing the number of transfers that have to be made to another person.
Respond to all correspondence within one day.
Answer telephone immediately.
Process member transactions with zero errors.
Maintain a professional appearance and atmosphere for the department.
Live the values of the organization by: Being Greater Every Day, Be Accepting, Be a Good Steward, Be Relentlessly Helpful, Do What You Say, and Do the Right Thing.

Benefits

Paid Time Off
Paid Holidays
Group Medical, Dental, and Vision Plans
Flexible Spending Accounts
Lifestyle Spending Account
Life Insurance/ Accidental Death & Dismemberment (AD&D)- Employees receive life insurance equaling 2x annual base salary, maximum $200,000. and AD&D coverage equal to basic life insurance (2x annual base salary or maximum of $200,000). Greater Iowa pays the full cost of Life Insurance and AD&D
Supplemental/Voluntary Life
Critical Illness
STD/LTD
Education Assistance Reimbursement
Student Loan Interest Reimbursement
401k (6% company match)
VTO
Logo Wear
Service awards
Professional Development Opportunities
EAP
Fees waives on one checking and savings account
Complimentary checks and safe deposit box (3x5)
Employee loan/credit card rewards