Contact Center Specialist

CASE Credit Union • Lansing, MI

12d

About The Position

Responsible for providing superior member service and maintaining strong professional relationships with members over the phone. Responds to member telephone calls and assists with information requests. Courteously and promptly resolves member problems, or refers them to appropriate personnel. Actively cross-sells Credit Union products and services. Completes related records, reports, and documentation. Performs miscellaneous maintenance duties as required. Keeps management informed of area activities.

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 adding machine, typewriter, copy machine, coin and money counting machines, and telephone
• Good typing skills

Responsibilities

• Provides detailed information to members on Credit Union policies, procedures, and programs.
• Provides detailed information to members on accounts, payments, interest rates, blue book estimates, loan options, and savings programs.
• Performs account maintenance functions and automatic transfers for loan payments.
• Presents and explains Credit Union services and products to members and assists in meeting their financial needs. Opens and closes accounts. Orders checks for members' accounts. Receives payroll deduction and authorization forms.
• Answers questions and solves problems for members by listening to problems, collecting data, and reporting results to the inquiring member.
• Receives and directs members and telephone calls. Responds to inquiries and questions if possible or directs them as necessary. Records and relays messages.
• Performs address changes, name changes, suffix type changes as needed.
• Keeps members informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, and other related services.
• Maintains and projects the Credit Union's professional reputation. Maintains privacy of member account information.
• Actively cross-sells Credit Union products and services
• Completes weekly Contact Center statistical reports.
• Keeps supervisor informed of area activities and significant problems.
• Completes required reports and records accurately and promptly.
• Attends and participates in meetings as required.
• Assists other departments as necessary.
• Performs related clerical duties as needed.
• Assists in verifying accounts, copying checks, and mailing correspondence.
• Keeps work area clean, secure, and well maintained.
• Actively and professionally cross sells Credit Union services.

Benefits

• CASE Credit Union offers affordable medical, dental, and vision and provides disability insurance and life insurance to our employees at no cost to them.
• We also provide tuition reimbursement for those who desire to continue their education while working with us.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees