Contact Center Specialist

Eastman Credit Union•Longview, TX

2d•Onsite

About The Position

Eastman Credit Union is now hiring a Contact Center Specialist! Our ideal candidate will conduct themselves in a way that reflects our high standards of professionalism and customer service. These standards include excellent communication skills, leadership ability, self-awareness, and flexibility. We search for candidates that reflect integrity, loyalty, and dedication in everything they do. Eastman Credit Union offers competitive pay and benefits, promotional opportunities, and a culture that is hard to beat! We have high expectations for performance and want employees who can rise to the challenge.

Requirements

Excellent communication skills
Leadership ability
Self-awareness
Flexibility
Integrity
Loyalty
Dedication
High expectations for performance
Ability to rise to the challenge
Proficiency in systems related to providing service (i.e., Fiserv DNA, Instant Open, Clean Entry, Dealer Track, DocuSign, NCR, Visa DPS, Harland, IS Research, Nautilus, CUBUS, Velocity, Meridian Link, Lexis Nexis, Repay, Vertifi, JD Power, Fed Reserve, WireXchange.

Responsibilities

Answer incoming service calls ensuring first-call resolution; perform member inquiries and transactions while providing the highest quality member service experience.
Operate within a high-volume call environment to answer member questions and perform various member service transactions with a high degree of accuracy and in accordance with ECU policies and procedures.
Assist with a broad range of questions and issues with a high degree of accuracy, efficiency, courtesy, confidentiality, and professionalism -- resulting in an organizational culture that provides value-added services that meets and exceeds the expectations of our members.
Adhere to and maintain all expectations laid out within the Contact Center Specialist Job Expectation Worksheet.
Provide ECU members with product and service information to meet their needs & promote usage of other ECU services as appropriate.
Adhere to Service Excellence Expectations in dealing with members and staff.
Communicate and respond to inquiries, issues, voicemails, and emails to maintain a positive relationship.
Maintain thorough knowledge of ECU products and services, as well as related guidelines and procedures.
Serve as a role model for co-workers -- professionalism, attitude, reliability, etc.
Make quick decisions in adherence to procedures while using good judgement.
Proficiency in systems related to providing service (i.e., Fiserv DNA, Instant Open, Clean Entry, Dealer Track, DocuSign, NCR, Visa DPS, Harland, IS Research, Nautilus, CUBUS, Velocity, Meridian Link, Lexis Nexis, Repay, Vertifi, JD Power, Fed Reserve, WireXchange.
Perform more complex member service transactions and inquiries, including but not limited to: Account Maintenance, Credit Card Balance Transfers, Card Services Plastic Card Block / Reorder Form, Card Services Travel Memo Form, ACH Loan Payment Telephone Request, Closing Accounts, Certificate of Deposits (New, Maintenance, and Close), Wire Transfer, Mobile Deposit, Harland: Checking ordering through DNA, Overdraft Protection/Overdraft Protection Plus, Address Change, Loan Decision, Calculating Loan Payments, Electronic Signatures, Total Loss, Title Release, Payment Change Request, Payoff Request, Skip-A-Pays.