Contact Center CSR
SUMMARY DESCRIPTION
Assist members with questions and concerns via incoming calls to the Contact Center in a timely manner, ensuring the highest quality of member service. Proactively applies sales training and sales techniques in selling situations. The ability to handle the essential duties and responsibilities listed below unless otherwise specified.
CORE COMPETENCIES
Assist members with questions and concerns via incoming phone calls to include but not limited to:
- Balances, transfers, statement issues, stop payments, loan payments, check copies, credit union checks, address changes, online/mobile banking, bill pay etc…
- Check orders via Harland Clarke
- Wire transfers
- Hold policy concerns
- Error corrections as needed with documentation
- Open certificates of deposit mail out & follow-up paperwork
- Assist with special projects between calls
- Research and solve routine member questions, problems, and complaints concerning credit union accounts.
- Cross-sell products and services on incoming calls as volume dictates.
- Complete research requests per member requests for items within the last six months
- Respond effectively in writing to email/ Home Banking questions via email and Cavion
- Perform all other duties as requested
- Ensure goals are met as assigned
- Make outbound calls as requested with provided current member information
- After three months and training is complete on Plastics:
- Assist members with plastic card inquires
- Balances
- Processing payments
- Troubleshooting-card not working, didn’t receive card, charges, etc.
- Information about interest rates, payments
- Disputes- working the member to initiate dispute with FIS
- Replacement cards- new or damaged through Symitar
- Verifying information on system and following any security measures in place.