Contact Center Representative

Total Community Credit Union • Taylor, MI

6h • 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, accepting loan applications, processing stop payments on share draft accounts, ordering cards, and answering questions regarding share 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. This position is a branch-based, in person role, with potential for hybrid in the future.

Requirements

• 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.
• Exhibits exceptional customer service and organizational skills.
• Performs with a high degree of confidentiality and accuracy.
• An 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 and cash handling is highly preferred.

Responsibilities

• Provide efficient and prompt solutions for members and non-members over the phone.
• Assist with a wide variety of transactions and troubleshooting inquiries.
• Answer incoming calls and respond to voicemails, servicing all requests.
• Verify accounts, open/close accounts, and accept loan applications.
• Process stop payments on share draft accounts and order cards.
• Answer questions regarding share accounts, share drafts, VISA cards, ATM cards, IRAs, etc.
• Research accounts for deposit, withdrawal, and loan discrepancies.
• Assist in balancing accounts.
• Maintain a comprehensive knowledge of all credit union products and services and all relevant policies and procedures to ensure compliance with regulations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees