Contact Center Specialist

ABNB Federal Credit Union • Chesapeake, VA

5h • $18 - $19 • Onsite

About The Position

The Contact Center Specialist is responsible for all activities to support members; including but not limited to online banking message center, online account opening, chat, e-mail, faxes, both inbound and outbound member phone calls, etc. Accurately and effectively process service requests received through remote channels. Develops new business opportunities through outbound calling and digital messaging by proactively making product and service recommendations.

Requirements

• A high school education or GED; additional college courses or continuing education preferred.
• One to three years of similar or related experience.
• Familiarity with windows-based computer equipment and software is required.
• Ability to multi-task time management and organizational abilities.
• Ability to communicate in a polite and professional manner utilizing technology to include but not limited to email, online chat, and by phone.
• Ability to resolve conflict using de-escalation and critical thinking skills.
• Ability to effectively access and interpret information on computer screens, documents, and reports.
• General knowledge of computer equipment and related software.

Nice To Haves

• Previous experience with Microsoft Office Suite and online banking software applications is preferred.
• A passion for technology and training/educating people around technology is desired.
• Experience with Microsoft Suite is desired (Outlook, Teams, Word, Excel, PowerPoint, & SharePoint).
• Ability to effectively troubleshoot computer related issues.

Responsibilities

• Performs daily operational responsibilities within the Contact Center.
• Effectively and efficiently practices first touch resolution in researching, processing, and responding to service requests through all inbound calls and digital channels.
• Utilizes policies and procedures, resources, and product guides to deliver accurate responses in all remote channels.
• Identifies financial service needs and educates members on the best options and finds solutions to meet financial objectives and goals.
• Ability to work independently and meet all goals and responsibilities with minimal supervision.
• Provides resolutions that are within established policies, procedures, and level of authority, or escalating recommendations to management.
• Assists with members to de-escalate and resolve problems.
• Is a subject matter expert in inbound member calls and digital channels, provides support including member troubleshooting and effectively communicates, verbally and in writing, technical solutions in non-technical terms.
• Meets all member expectations as well as assigned quality and productivity goals.
• Proactively looks for ways to solve and improve remote channel processes, reporting any inefficiencies for improved member experience.
• Collaborates with other support departments and or with 3rd party vendors, developing constructive cooperative relationships.
• Assists in all department tasks as needed.
• Performs other job-related duties as assigned.

Benefits

• Affordable medical, dental, and vision plans
• Paid time off that begins accruing on your first day
• 11 paid federal holidays each year
• 401(k) matching up to 4% with immediate vesting, plus an additional 2% match with future vesting
• Company-paid short-term, long-term disability, and employee life and AD&D coverage
• A tuition reimbursement benefit
• Competitive pay along with opportunities for annual raises and promotions
• Paid community involvement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED