Contact Center Specialist I

First Heritage Federal Credit Union • City of Corning, NY

6d • Onsite

About The Position

First Heritage Federal Credit Union is a leading employer and financial institution dedicated to the success and financial well-being of its members and team members. It is a strong, growing, dynamic organization with nine full-service local locations and total assets over $800 million. First Heritage is committed to being an employer of choice, offering a competitive salary and exceptional benefits, along with options for professional growth and development, including an educational assistance program and support for leadership programs. The organization believes in empowering team members for personal growth, which benefits members and the community. The Contact Center Specialist I receives incoming calls and determines required products, services, or resources. This role provides direct support services to customers/members or connects them with appropriate staff, ensuring friendly, professional, confidential, and effective assistance to assure a positive experience and minimize wait time. The position typically requires six months to two years or more of experience.

Requirements

• Six months to two years of similar or related experience, including time spent in preparatory positions.
• A high school degree or GED is required.
• Courtesy and tact are essential elements of the job.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nice To Haves

• Call Center and customer service experience is strongly preferred.

Responsibilities

• Answer inbound telephone calls, Banno Conversations, and emails in a professional and courteous manner. Assist as necessary, but is not limited to: processing member transactions; handling account inquiries, and other requests.
• Assist with processing, setup and troubleshooting electronic services including Blue Pay, ACH, Banno, Digital Banking, etc.
• Develop member/credit union relationships through additional products and services which will assist members in meeting their needs. Determines member needs and identifies type of accounts or services appropriate to those needs. Meet and maintain assigned goals in the member education program.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Benefits

• competitive salary
• exceptional benefits package
• educational assistance program
• supporting our team members to participate in external and internal leadership programs
• generous 401(K) contributions
• exceptional health/dental/vision plans

What This Job Offers

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