Contact Center Specialist

AmFirst•Birmingham, AL

About The Position

Assist members through telephone, email, or online chat by providing support and information about products or services, efficiently resolving inquiries, and ensuring a positive member experience. This role involves assisting current and potential members with their telephone requests, including answering questions about products and services, resolving issues within their authority through research or referring problems beyond their scope to their supervisor, along with providing recommendations. The specialist will also help members with digital banking solutions, perform basic troubleshooting, and escalate complex issues when necessary. Additionally, the role is responsible for maintaining records in the core systems and managing the processing of electronic forms, providing assistance with card services, transfers, loan payments, and all account maintenance tasks. The specialist will also identify cross-sell opportunities and cross-sell services to members, and perform other job-related duties as required or assigned.

Requirements

One year to three years of similar or related experience.
A high school education or GED.
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.
Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Good listening and telephone skills.
Ability to navigate through multiple computer systems.
Operate a 10-key calculator, a computer keyboard, and multiple computer screens.
Make decisions with minimum information.

Responsibilities

Assist current and potential members with their telephone requests, including answering questions about products and services, resolving issues within their authority through research or referring problems beyond their scope to their supervisor, along with providing recommendations.
Help members with digital banking solutions, perform basic troubleshooting, and escalate complex issues when necessary.
Maintain records in the core systems and manage the processing of electronic forms.
Provide assistance with card services, transfers, loan payments, and all account maintenance tasks.
Identify cross-sell opportunities and cross-sell services to members.
Perform other job related duties required or assigned.
Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
Efficiently address and resolve member requests and issues at first contact when possible.
Process transactions accurately and use active listening to provide effective solutions.
Proactively recommend beneficial products and services, such as eStatements and self-serve options, to eligible members.
Contribute to the overall Call Center Quality Loop score of 6.85 or higher by consistently delivering exceptional member experience.