Contact Center Specialist

CASE Credit Union•Lansing, MI

17h

About The Position

The Contact Center Specialist provides superior member service and maintains professional relationships with members over the phone. The role responds to calls and information requests, resolves member problems or refers them to appropriate personnel, and actively cross-sells Credit Union products and services. It also completes related records, reports, and documentation, performs account maintenance and miscellaneous clerical duties, and keeps management informed of area activities. The specialist explains Credit Union policies, procedures, accounts, rates, loan and savings options, and other services; assists members with financial needs; and handles tasks such as opening and closing accounts, ordering checks, processing payroll deduction forms, changing account details, and arranging automatic loan-payment transfers. The role maintains member privacy and the Credit Union’s professional reputation, coordinates with colleagues and management, and helps other departments as needed.

Requirements

High school graduate or equivalent.
Basic understanding of financial institution operations.
Good communication skills.
Professional appearance, dress, and attitude.
Good math skills.
Ability to operate related computer applications and business equipment, including an adding machine, typewriter, copy machine, coin and money counting machines, and telephone.
Good typing skills.

Responsibilities

Respond to member telephone calls and provide detailed information about Credit Union policies, procedures, programs, accounts, payments, interest rates, loan options, savings programs, and services.
Courteously and promptly resolve member problems by listening, collecting information, and reporting results, or refer members to appropriate personnel.
Present and explain Credit Union products and services, assist members with their financial needs, and actively cross-sell products and services.
Open and close accounts, order checks, receive payroll deduction and authorization forms, perform account maintenance, and arrange automatic transfers for loan payments.
Process address, name, and suffix-type changes.
Receive and direct members and telephone calls, answer or route inquiries, and record and relay messages.
Maintain the privacy of member account information and uphold the Credit Union’s professional reputation.
Coordinate and maintain effective working relationships with area personnel and management, and assist other departments as necessary.
Complete weekly Contact Center statistical reports and other required reports and records accurately and promptly.
Keep the supervisor informed of area activities and significant problems, and attend and participate in meetings as required.
Perform related clerical duties, including verifying accounts, copying checks, and mailing correspondence.
Keep the work area clean, secure, and well maintained.
Perform other related duties as assigned.