Contact Center Representative l

BrightStar Credit Union•Cooper City, FL

23d•Hybrid

About The Position

As a member of BrightStar Credit Union, you'll join a dynamic company culture and purpose-driven organization that focuses on its employees and members. We offer excellent benefits, advanced opportunities, and exceptional training. Founded in 1946 as a community-based credit union serving educators, we have since expanded to serve 23 counties across the state of Florida. As a Trusted Advisor, BrightStar offers a diverse range of financial services and opportunities. BrightStar Credit Union is committed to fostering a diverse and inclusive work environment where everyone has the chance to succeed and feel a sense of belonging. Our work environment is fun, fast-paced, and service-oriented.

Requirements

Strong analytical skills and attention to detail
Proficient with Microsoft Office Suite (especially Excel, Word, Outlook)
1 year of experience in a high-volume customer service role
Ability to perform basic math calculations
Must be comfortable working in an open Contact Center environment with consistent noise, lighting, and temperature for extended periods
Strong communication skills with the ability to actively listen, ask questions, and convey information clearly and professionally
Demonstrated ability to handle a high volume of member interactions with patience, positivity, and accuracy
Comfort with technology, including the ability to navigate multiple systems, multi-task,
Use online banking tools and troubleshoot digital platforms with members.
Strong problem-solving skills and sound judgment when handling member concerns and sensitive information
Ability to connect with others with tact, discretion, and courtesy within and outside the organization
Ability to handle stress in a high-volume and fast-paced environment.
Must maintain regular and punctual attendance and reliability
Demonstrates courtesy, empathy, tact, and diplomacy in all interactions, both internally and externally.
Strong listening skills and the ability to understand and respond to member needs with professionalism and care.
Confident in communicating clearly and effectively, both verbally and in writing.
Possesses a service-oriented mindset with the ability to promote appropriate products and services.
Excellent telephone presence and written communication skills.
Self-motivated and thrives in a goal-driven, performance-focused environment.
Capable of making sound decisions in alignment with both member needs and Credit Union policies.
Highly organized and detail-oriented with strong analytical skills.
Able to manage multiple tasks efficiently in a high-volume, fast-paced setting.
Proficient in using personal computers, including navigating internet browsers and business software applications.
High school diploma or equivalent required; associate degree preferred.
Minimum 1 year of contact center experience, preferably in a financial institution.
Minimum of 1 year of quota-based sales experience

Nice To Haves

associate degree preferred.

Responsibilities

Answer calls in a high-volume environment while providing excellent member service and meeting performance targets.
Contribute to and meet departmental, individual, and organizational goals and targets, including service level standards, call metrics, quality of service, and production.
Promote BrightStar products and services by identifying member needs and recommending solutions that support their financial goals
Contribute to a strong after-call survey score by providing high-quality service based on our service standard. Listening to our members, leading with empathy, owning the solution, and delivering excellence.
Manage all interactions with members, whether over the phone or in writing, in a kind and welcoming manner that aligns with the mission and values of the credit union.
Lead with technology-based solutions and education to promote self-service, while finding creative solutions, problem-solving, troubleshooting, and delivering on commitments.
Willing to be monitored and coached in an environment that seeks to deliver a premier level of service to our membership and community.
Processes transactions with accuracy and efficiency.
Mitigate risk to the credit union by adhering to policies and procedures, including ID verification requirements, and proactively identifying and escalating red flags.
Ability to support members and internal partners utilizing the Credit Union services, including Online Banking, Mobile Apps, website, bill pay, and ATM's.
Maintain knowledge of the credit union's Bank Secrecy Act compliance policy, procedures, and practices to meet compliance requirements, while keeping up to date on changes in policy and technologies.
Communicate effectively, both verbally and in writing, in English and a second language, if applicable.
Effectively adjusts to changing and evolving priorities and expectations
Performs other related duties as assigned.