Contact Center Representative

Del-One Federal Credit Union•Dover, DE

2d•Onsite

About The Position

CREDIT UNION PROFILE: Del-One Federal Credit Union (Del-One) is a member-owned, financial cooperative and has been a part of the community for over 65 years. Del-One strives to be the members’ financial partner for life. Del-One staff work as member advocates; learning about their needs and wants and helping them to find ways to reach their financial goals. Del-One is more than just a full-service financial institution with branch locations throughout Delaware. It is an organization that also embraces the community it serves. In addition to being Delaware’s largest credit union, Del-One has been recognized as a “Top Workplace” and “Best Credit Union”. Del-One is strategically positioned to deliver on the organization’s brand promise of providing value to its membership through innovative product development and exceptional service. Del-One continues to create compelling career and professional development opportunities up and down the organization recognizing the success of the credit union is driven by the engagement and strength of the team. POSITION PURPOSE: 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 a 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.
Commitment to excellent attendance and proven reliability and can work the agreed upon schedule.
Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends.
Effective and confident communication with all members to make their financial lives better.
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
Language Ability: Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
Language Ability: Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.

Responsibilities

Handling a variety of member service calls in a prompt, professional, and courteous manner.
Demonstrating 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.
Completing and maintaining related reports, records, and files.
Cross-selling Credit Union products and services.
Supporting all functions within the Contact Center, advising and advocating for broad needs and interests of Del-One members.
Receiving member telephone questions and complaints in a professional manner.
Guiding members on how they can improve their financial life using online and mobile technology, financial centers, and contact centers.
Completing research and resolving documentation errors or discrepancies.
Forwarding more complex problems to Contact Center Shift Supervisor, Contact Center Lead, and Contact Center Manager.
Providing general information to members on Credit Union policies, procedures, and programs.
Assisting members with any issues, questions, problems, or complaints they may have.
Performing routine accounts transactions such as, but not limited to, transfers, loan payments, check requests, etc.
Maintaining and projecting the Credit Union's professional reputation and commitment to member service.
Complying with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.
Establishing and maintaining effective coordination and working relationships with coworkers and management.
Assisting Contact Center personnel as required.
Keeping supervisor informed of area activities and significant problems.
Completing required documents, reports, and records accurately and promptly.
Attending and participating in meetings as required.
Assisting other departments as necessary.
Assisting in verifying accounts and other member correspondence.
Keeping work area clean, secure, and well maintained.