Contact Center Specialist

COAST360 FEDERAL CREDIT UNION•Hagåtña, GU

2d•Onsite

About The Position

The Contact Center Specialist provides service to members contacting the credit union through telephone, fax, mail, internet, mobile, or audio response channels. The role responds to account, service, and loan inquiries; processes transactions; researches and adjusts account issues; shares product and rate information; supports members in selecting and using credit union products and services; and helps resolve complex questions and disputes. The Specialist coordinates Contact Center activities and supports the Supervisor and/or Manager with escalated calls, department and individual goals, employee feedback, reporting, and audits. The role also maintains departmental references and procedures, trains Contact Center Officers, coordinates department duties and schedules, and may act as Team Leader and assist with supervision in the Supervisor’s absence.

Requirements

High school diploma or GED, plus three or more years of related member/customer service experience in a full-service financial institution, or an equivalent combination of formal training and experience.
Ability to read and interpret forms, safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and basic correspondence communicating account information to members.
Effective oral and written communication skills with members and employees.
Ability to perform basic arithmetic and calculate rates, ratios, and percentages.
Ability to follow written, oral, or diagrammed instructions and solve problems in standardized situations involving several concrete variables.
Ability to define problems, collect data, establish facts, and draw valid conclusions; may need diplomacy when resolving problems with difficult people.
Valid driver’s license.
Ability to operate standard office equipment and use current computer software, such as Microsoft Office.
Knowledge of account ownership types, account classifications, and credit union services.
Ability to work accurately and in a timely manner, communicate effectively, use interpersonal skills in a team environment, and maintain a professional approach and appearance.
Ability to assess members’ credit needs while observing established lending policies and guidelines.

Responsibilities

Advise employees handling member questions and problems, and refer unresolved situations to the Contact Center Supervisor or Contact Center Manager.
Create and maintain departmental desk references and standard operating procedures.
Train Contact Center Officers on practices and procedures, system use, regulatory compliance, and credit union philosophy.
Answer member inquiries about loans, deposits, electronic services, card products, accounts, transactions, and other credit union products and services.
Explain credit union policies, procedures, account programs, service access and charges, rates, and loan and deposit options.
Resolve member inquiries, concerns, documentation errors, discrepancies, and transaction-related problems; perform account maintenance as needed.
Research and respond to fraud inquiries.
Generate and review user activity reports for online and mobile banking, Secure Now, shared branching, and other services.
Assist with system overrides, check signing, wire approvals, and daily work certification in accordance with policies and applicable laws.
Administer internet/mobile banking and audio response access, including processing and approving applications, issuing passwords, resetting security questions, and updating member information.
Examine work for accuracy, neatness, and compliance with policies and procedures.
Review and prepare daily and monthly reports.
Coordinate department duties and projects and prepare work schedules.
Coordinate replacement and status matters for card services.
Cross-sell credit union products and services.
When serving as Team Leader in the Supervisor’s absence, assist with supervision, training, assigning and directing work, providing performance feedback, and resolving complaints and problems.
Perform other duties as assigned.