Contact Center Representative

TEKsystems•Naperville, IL

9d•$20 - $21•Onsite

About The Position

- The Contact Center Representative is the members’ first impression – as well as ongoing representation – of the credit union’s service and support structure. It should be noted that this position is very important to the overall image and success of the organization. Service to the members is critical. - First line of contact – reps will assist with first call resolution, try to handle everything before transferring to other department Service- Deliver service to both internal and external members that are in alignment with the credit union’s Service Promises - Meets all established sales and service goals - Possess adequate product knowledge as measured by the annual product knowledge certification assessment Member Service a) Explain and recommend credit union products and services b) Provide general account information c) Provide information on new and on-going promotions d) Address and resolve member problems and complaints a) Record research requests and deliver to appropriate personnel b) Explain the procedure to initiate payroll requests, and ensure all forms are mailed to appropriate destination c) Assess field of membership qualifications and provide accurate information a) Possess strong knowledge of PAM (the audio response system), and assist members with the usage b) Possess strong knowledge of Internet Branch and assist members with the registration and usage c) Facilitate wire transfer requests d) Process check orders e) Provide loan payoff information f) Set-up payroll allocations per member requests g) Provide rate information on deposits and loans Process Financial Transactions a) Post loan payments b) Process phone transfer requests between share accounts, loan accounts and cross-member accounts c) Process check withdrawals d) Process loan advance requests Examples of Calls, wide variety includes but not limited to: o Referring different products, CDs, credit cards, banking accounts o Walking a member how to use online applications and online registration o Dealing with fraud accounts and cases o General Questions o Both new and returning customers

Requirements

Ability to work well under pressure and multitask
Enjoy problem solving and interaction with members
Excellent interpersonal skills
Must be able to sit for long periods of time
Very accurate and precise

Responsibilities

Explain and recommend credit union products and services
Provide general account information
Provide information on new and on-going promotions
Address and resolve member problems and complaints
Record research requests and deliver to appropriate personnel
Explain the procedure to initiate payroll requests, and ensure all forms are mailed to appropriate destination
Assess field of membership qualifications and provide accurate information
Possess strong knowledge of PAM (the audio response system), and assist members with the usage
Possess strong knowledge of Internet Branch and assist members with the registration and usage
Facilitate wire transfer requests
Process check orders
Provide loan payoff information
Set-up payroll allocations per member requests
Provide rate information on deposits and loans
Post loan payments
Process phone transfer requests between share accounts, loan accounts and cross-member accounts
Process check withdrawals
Process loan advance requests