Interactive Contact Center Rep (ITM/eBranch)

Park Community Credit Union•Louisville, KY

19h

About The Position

Role: By emphasizing ONE Park, ONE Mission, One Team, the Interactive eTeam Service Representative supports members and potential members by assisting them with their financial transactions through the Interactive Teller systems, telephone, and electronic correspondence. This role is responsible for processing member transactions, resolving issues within their authority, cross-selling credit union services, and providing information about products and services. The Interactive eTeam Service Representative also maintains accurate records, assists with ATM and debit card transactions, and stays updated on evolving Interactive Teller Machine technology to ensure efficient service delivery.

Requirements

One year to three years of similar or related experience.
A high school education or GED.
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Must have excellent verbal communication skills, good listening skills, and telephone skills.

Responsibilities

Receive and process member financial transactions, including deposits, withdrawals and loan payments; transfer amounts from member accounts as directed.
Post transactions to member accounts and maintain member records.
Utilizing the Interactive Teller Machines (ITM), welcome members and provide routine information concerning accounts and services; directs members to branch staff for specific transactions or services unable to be performed by the ITM.
Focus on communicating clear instructions to ensure ease of use, accuracy and efficiency with all transactions.
Remain abreast of the ITM technology and delivery methods as they develop and/or change.
Assist members and potential members with their telephone and electronic correspondence requests; answer questions about products and services and resolve problems that are within their authority to resolve; provide applications as requested; refer problems that are beyond their authority to their supervisor, along with their recommendations.
Process Remote Contact requests in the same fashion as answering and handling telephone requests/issues.
Cross-sell credit union services to members; achieve individual goals and assist in reaching established department goals.
Maintain action log as required for review monthly/quarterly/ annually.
Perform transactions related to ATM/Debit Card programs including ordering cards and placing blocks per credit union guidelines.
Provide information regarding these transactions to members and resolve issues that are within authority. Refer issues not within authority to manager.
Provide information on remote services.
Maintain records and member account information.
Keep manager informed of issues that may arise with the ITM when serving members.
Performs other duties as assigned.