Contact Center Rep

Position Overview:

Responsible for handling all incoming calls for the credit union, projecting a friendly voice and serving as a knowledgeable resource with each interaction. Provides expert support to callers including information on our products and services, technical assistance, and financial transactions as requested. Creates opportunities to cross sale product and services based on member needs. Seeks to provide one-call resolution or when applicable transfers calls to subject matter experts. This position also provides service via Live Chat and other contact avenues.

Responsibilities:

• Promptly responds to incoming calls, chats, and 1-way or 2-way video requests
• Identifies and responds to member’s needs with expert level knowledge of credit union’s products and services, promotions, operational practices, policies, procedures, and team members.
• Actively and professionally cross-sells beneficial products and services to enhance the financial success of our members.
• Accurately and efficiently completes financial transactions upon the request of members.
• Researches and resolves discrepancies and account errors. Works with other departments to obtain information and/or to correct transactions.
• Communicates issues relating to credit union activities and member accounts to various departments as issues arise.
• Consistently makes positive contributions to meet/exceed personal, team, and organizational goals.
• Provides exceptional internal and external member service.
• Understands, applies, and complies with all Credit Union Policies and Procedures, State and Federal laws and regulations, and adheres to requirements set forth by the Bank Secrecy Act (BSA).
• Assists area personnel with related functions as needed.
• Completes other assigned duties commensurate with position.