Contact Center Representative I

The Contact Center Representative I is responsible for providing a variety of member service functions and have knowledge of all member service functions within the Credit Union. The Contact Center Representative I reports to the Contact Center Supervisor/Team Lead and has no direct supervision duties. Contact Center Representatives answer incoming calls from members on various service-related issues. Contact Center Representatives are the primary contact point for members and serve as the voice of the Credit Union. Contact Center Representatives are responsible for troubleshooting general member service issues; deescalating member frustrations; presenting suggestions and solutions to member concerns; as well as offering appropriate products and services that benefit the member.  Contact Center Representatives are responsible for projecting a professional image through voice, in writing, and online interactions.

Key Responsibilities:

• Answers incoming calls and provides one call resolutions whenever feasible
• Processes basic transactions such as deposits, withdrawals, transfers, and payments
• Resolves member complaints and concerns with limited assistance
• Identifies and escalates issues to supervisor or appropriate team member
• Follows up with members in a timely manner
• Analyzes online profiles and identifies technical adjustments required to grant access
• Prepares and completes documentation accurately
• Identifies, researches, and resolves general member issues with limited assistance
• Stays up to date on new products, policies, procedures, and regulations
• Fulfills product and service orders generated by member requests
• Documents call information according to department standards
• Works closely and effectively with co-workers to reach department goals and complete various tasks
• Recognizes, documents, and communicates call trends to department management
• Cross-sells products and services
• Respond to message center, chat and email
• Process check orders
• Assist members with OLB enrollment
• Other duties as assigned
Essential Qualifications and Competencies:

• High school diploma
• Some college experience preferred
• Professional, well-developed, interpersonal skills necessary for servicing and for projecting a positive image to members of the Credit Union
• 1 – 3 years of experience in contact center environment preferred
• Customer service experience required preferably in financial services
• Ability to accurately convey detailed or important instructions
• Strong listening, verbal, and written communication skills
• Excellent data entry and keyboarding skills
• Ability to work independently with limited supervision
• Excellent multi-taking skills
• Ability to work with IT staff on computer and telephone equipment and systems to troubleshoot various issues
• Ability to learn and function effectively in various computer and software systems simultaneously
• Requires ability to occasionally lift to 15 pounds
• Requires specific vision abilities such as close vision, adjusting focus for close computer work, and some color vision
• Ability to use primarily the fingers for typing, picking up small objects, or pinching fingers together
• Ability to hear for normal conversations and to receive ordinary information
• Ability to sit for up to eight hours
• Ability to manage stressful situations professionally and appropriately 
• Ability to thrive in a fast-paced work environment