Contact Center Representative

Job Description

Greater Iowa Credit Union is looking for someone to assist our members, potential members, and vendors with their telephone requests. As a Contact Center Representative, you would explain our products and services, respond to problems, and if needed, direct phone calls to appropriate area.

Location: nd St. West Des Moines, IA 50266 or 826 N 2nd St, Ames, IA 50010

Hours: Monday-Thursday 8 am - 5 pm Friday 8 am - 5:30 pm Saturday 9:00 am - 12:00 pm

Essential Functions and Responsibilities:

• Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Service skills: Responds to inquiries/issues utilizing various online resources such as email and online chat. Provide accurate, courteous, friendly, timely, and professional phone service to all members, potential members, vendors, and co-workers.
• Operate Interactive Teller Machine (ITM) and process financial transactions including deposits, withdrawals, cash checks, loan payments and transfers. Balance drawer and transactions daily.
• Routinely check for accuracy of member contact information during member interactions and complete contact information change process when appropriate.
• Dependability: Extent to which you fulfill instructions and responsibilities including attendance punctuality and amount of supervision required.
• Working Relations: Your effectiveness in interactions with others including: interpersonal skills, cooperativeness, approachable/open, conflict management and promotes positive environment.

Performance Measurements:

• Provide accurate, courteous, friendly, timely, and professional phone service to all members, potential members, vendors, and co-workers.
• Adheres to member service standards, core values, the credit union's promise/vision and supports the strategic objectives of the credit union.
• Answer and/or resolve all phone calls, minimizing the number of transfers that have to be made to another person.
• Respond to all correspondence within one day.
• Answer telephone immediately.
• Process member transactions with zero errors.
• Maintain a professional appearance and atmosphere for the department.
• Live the values of the organization by: Being Greater Every Day, Be Accepting, Be a Good Steward, Be Relentlessly Helpful, Do What You Say, and Do the Right Thing.

Requirements

Knowledge and Skills:

• 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.
• Good diction and strong friendly voice.
• Advanced listening and telephone skills.
• Ability to operate multi-line phone system, computer/mouse/keyboard and general office equipment.
• Proficient with windows operating environment. Experience with Microsoft Word, Excel and Outlook.
• Ability to interpret policies/procedures and make decisions based on that information.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing duties of this job, the employee is regularly required to sit. The employee is frequently required to stand, walk, bend, reach, kneel, push and pull. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
• Work is performed in a standard office environment with a quiet to moderate noise level. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• Paid Time Off
• Paid Holidays
• Group Medical, Dental, and Vision Plans
• Flexible Spending Accounts
• Lifestyle Spending