Contact Center Services Specialist

Premier America Credit Union•Los Angeles, CA

100d•$23 - $28

About The Position

At Premier America Credit Union, our Core Purpose is to serve our members by making it easier to meet today’s needs and reach tomorrow’s dreams. Talented team members succeed in our organization by demonstrating a commitment to our shared values of accountability, friendliness and respect, a passion for delivering great service, giving back to our communities, and pursuing personal growth. Come grow with us and be part of growth and the Premier America family! Overview: We are seeking a dynamic Contact Center Service Specialist, who is experienced with performing a broad variety of Contact Center member services, including but not limited to, opening and closing accounts, ordering checks for members, debit card orders, processing mail and wire requests. Answer member questions regarding Credit Union services. Perform a variety of telephone transactions and account maintenance. Respond to secured emails and live chats. Identify member needs and cross sell products and services. Meet or exceed department standard for agent performance as required. Customer Service: You are a resource in identifying and resolving member servicing issues and enhances member experience by providing distinctive quality service. Teamwork: Your ability to encourage and exchange creative ideas, to provide practical solutions to problems, will be used to promote innovation. Communication: Your effective communication style will be used to transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Requirements

High school graduate or equivalent
General knowledge of credit union policies and procedures.
General understanding of credit union products and services.
A minimum of (2) two years of experience working in a member/customer facing environment.
Experience working in a financial institution call center or branch office strongly preferred.
Experience working with account management and transaction processing software is required.
Excellent communications and public relations skills.
Ability to use a personal computer and related software applications including Microsoft Word and Excel.

Nice To Haves

Experience working in a financial institution call center or branch office strongly preferred.

Responsibilities

Assumes responsibility for ensuring member service functions are performed in an effective, accurate, professional, and efficient manner according to the Credit Unions’ established policies, standards and security procedures.
Represents the Credit Union in a courteous and professional manner.
Properly identify members before disclosing account information.
Identify member concerns in an effort to expedite resolutions and provide excellent member experience.
Educate, promote, and refer the Credit Union’s products and service that meet our member’s financial needs.
Answer more complex questions and provide resolution for members and staff.
Assist with inbound requests received via other channels such as Live Chat and Chatbot, service events and secured messages as needed.
Ensure that all member account information is secured at day end or properly disposed.
Perform outbound calls, fax information, assist with new hire team members, mentoring and follow up on members’ requests.
Actively and professionally cross-sell the Credit Union’s products and services
Provide advanced understanding of IRA products and services.