Contact Center Representative

Total Community Credit Union•Taylor, MI

7d•Onsite

About The Position

The Contact Center Representative will provide efficient and prompt solutions for our members and non-members mostly over the phone, assisting them with a wide variety of transactions and troubleshooting any inquiries. The position will consistently answer incoming calls and respond to voicemails, servicing all requests. Tasks may include verifying accounts, open/closing accounts, assisting loan applications, processing payments, ordering cards, and answering questions regarding accounts, share drafts, VISA cards, ATM cards, IRAs, etc. Contact Center Representatives will research accounts for deposit, withdrawal, and loan discrepancies, and assist in balancing accounts. They will be required to maintain a comprehensive knowledge of all credit union products and services and all relevant policies and procedures to ensure compliance with regulations.

Requirements

Minimum HS diploma, GED, or equivalent is required.
2 years of experience in a similar capacity.
2 years of customer service experience.
Excellent verbal communication, interpersonal, and listening abilities.
Savvy computer skills including proficiency in Microsoft Word and Excel.
Exceptional customer service and organizational skills.
High degree of confidentiality and accuracy.
Affinity for helping customers and building relationships.
Capable of effectively handling stress, multiple concurrent tasks, and consistent interruptions.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to exercise discretion and independent judgment in interpreting member needs.
Ability to make decisions, act, and accept responsibility for results.
Ability to act appropriately and professionally in any situation.
Ability to operate general office machinery and equipment such as Computer, laptop, telephone system, photocopier, and fax machine.

Nice To Haves

Credit union or banking experience.
Cash handling experience.

Responsibilities

Answer incoming calls and respond to voicemails.
Assist members and non-members with a wide variety of transactions.
Troubleshoot inquiries.
Verify accounts.
Open/close accounts.
Assist with loan applications.
Process payments.
Order cards.
Answer questions regarding accounts, share drafts, VISA cards, ATM cards, IRAs, etc.
Research accounts for deposit, withdrawal, and loan discrepancies.
Assist in balancing accounts.
Maintain comprehensive knowledge of all credit union products and services.
Ensure compliance with relevant policies and procedures and regulations.