Contact Center Specialist I

American 1 Credit Union•Jackson, MI

8d•$19•Onsite

About The Position

The Contact Center Specialist is responsible for delivering excellent member experience through answering incoming calls from members and potential members. The Contact Center Specialist must be equipped to respond to general member questions, account inquiries, and member concerns. This position requires excellent communication skills to effectively engage and recognize the member’s needs and ensure that they are offered products and services that will assist the member with reaching financial wellness. The Contact Center Specialist works collaboratively with their team to assure that the member experience is superior, and goals are achieved.

Requirements

A minimum education of high school diploma or GED.
Cash handling or sales experience.
Prior customer service experience.

Nice To Haves

Excellent verbal and written communication skills
Working knowledge of PC applications such as Microsoft Office
Ability to work independently or as a collaborative member of a team
Ability to direct other team members and coach others
Knowledge of credit union products, services, policies, core processes and procedures
Ability to provide supervisory leadership of professional- and intermediate-level staff
Demonstrated member-focused strategy skills
Demonstrated skill in gathering, reporting, and summarizing trends in data
Ability to express oneself clearly and articulately both orally and in writing
Ability to make decisions and take initiative in problem resolution
Ability to exercise tact and responsibility with handling confidential information

Responsibilities

Engaged Communication: Ensure that engagement between co-workers and members is meaningful with a focus on listening to learn and offering quality solutions.
GREAT Service Standards: Commitment to offering superior member experience while following all the GREAT service standards.
Incoming Call Response: Answers all incoming phone calls, assists members fully, and when necessary, routes calls to the appropriate department in a courteous, professional & timely manner.
Focus on Purpose/Mission: Focused on credit union purpose and mission statement of creating financial wellness in our community through everyday banking.
Scorecard Accountability: Cross-offer new checking, lending, and product referrals to members that are consistent with individual and branch goals.
Attention to Detail and Confidentiality: Ensure that all transaction activity is done accurately. Maintain confidentiality by avoiding unauthorized disclosure of member information.
Core Process, Policy and Procedure Review and Recommendations: Responsible for following all core processes, policies, and procedures including policies and procedures for customer identification and all BSA requirements
Employee Culture: Committed to building and supporting an engaging and inclusive culture for all.
Community Advocate: Serves as a representative of the credit union while in the community.
Department and District Support: Commitment to working all assigned hours and having the flexibility to work from any credit union location within 20 miles of home branch. Willingness to mentor and support other team members.