Contact Center Specialist

Wichita Federal Credit Union•Wichita, KS

10h

About The Position

E-Branch Member Solutions Associate II Category of Employment Full Time; non-exempt. Grade 5 Position Purpose To assist members over the phone with their financial transactions and identify products and services that will enhance the member relationship. Reporting Relationships This position reports to the Contact Center Manager. Essential Functions and Accountabilities Provide service by answering incoming calls and conducting member service transactions over the phone if needed Receive and process transactions as noted. Provide general credit union information. Cross-sell all credit union services as appropriate. Identify member financial needs and offer products, services and solutions to meet those needs, including added-convenience products, sales referrals, and alternate access channels. Provide excellent member service. H Handles mail payments and deposits. Assist other departments when necessary. Assure proper maintenance, cleanliness, and security of work area, desk, equipment, etc. Perform other duties as required by supervisors. Performance Expectations To exceed the established individual goals each month To meet/exceed credit union service standards including standards for phone call answer rate To troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner. To provide informed, professional and accurate service and support to all members and associates. To maintain a dependable record of attendance and timeliness. To maintain a professional, courteous, and friendly atmosphere for members and co-workers. To process online applications and return member calls within a reasonable amount of time as established by the Supervisor

Requirements

High school graduate.

Nice To Haves

At least one year customer service experience
Excellent time management skills
Excellent verbal and written communication skills
Ability to follow up with others regarding information needed or provided
Ability to work independently, self-starter, energetic
Able to handle highly confidential information with discretion
Detail oriented
Able to adhere to tight deadlines
Able to produce high-quality work in an efficient and timely manner
Demonstrate flexibility and adaptability by being able to discern between conflicting priorities and reprioritize as business needs dictate
Embraces change
Professional presence.
Punctual, dependable and cooperative.
Possess a positive demeanor and cooperative attitude in relations with members and employees.
Communicates with warmth and compassion while keeping the needs of the business as the primary focus.

Responsibilities

Provide service by answering incoming calls and conducting member service transactions over the phone if needed
Receive and process transactions as noted.
Provide general credit union information.
Cross-sell all credit union services as appropriate.
Identify member financial needs and offer products, services and solutions to meet those needs, including added-convenience products, sales referrals, and alternate access channels.
Provide excellent member service.
Handles mail payments and deposits.
Assist other departments when necessary.
Assure proper maintenance, cleanliness, and security of work area, desk, equipment, etc.
Perform other duties as required by supervisors.
To exceed the established individual goals each month
To meet/exceed credit union service standards including standards for phone call answer rate
To troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
To provide informed, professional and accurate service and support to all members and associates.
To maintain a dependable record of attendance and timeliness.
To maintain a professional, courteous, and friendly atmosphere for members and co-workers.
To process online applications and return member calls within a reasonable amount of time as established by the Supervisor