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Contact Center Specialist (Inbound Call Center)Columbia Credit Union • United States
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Contact Center Specialist (Inbound Call Center)

Columbia Credit Union
  • US
    United States
  • US
    United States
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À propos

Contact Center Specialist (Inbound Call Center)
The Contact Center Specialist assists members with account based and membership related needs over the phone and through our electronic alternatives consistent with Columbia's policies, procedures and service standards. This position additionally assists fellow Contact Center Specialists, and other Columbia CU department staff, in finding solutions to inquiries and needs. They are committed to providing the highest level of individualized service by placing the member first. Performs a variety of transactions while listening closely to our members unique requirements. Provide creative solutions to our membership as we strive to "Make Life Better", ensuring they receive exceptional service in a friendly, efficient manner. Requires availability Monday through Friday, 7:30am to 6:00pm. This is also a full time role. JOB COMPETENCIES Builds Trust: Demonstrate an uncompromising standard of ethical conduct and integrity to include trust and respect for each other, our members, and our communities. Communicates Effectively: Have a passion for helping members and staff achieve their goals by educating, offering tools and assistance in response to the members' needs in a way that the members can fully understand. Teamwork and Cooperation (within & across units): Respect each person's ability to create and contribute toward the goal of delivering quality member service and innovative products, individually or as part of a team, through open communication and mutual trust. Continuous Quality and Process Improvement: Identify new processes, suggest better ways, and evaluate process utilization. Dependability and Reliability: Consistently show up for work, meet commitments, and perform job tasks reliably. Interpersonal Skills: Resolve interpersonal problems, maintain positive work relationships, and exhibit objectivity. Member Orientation: Respond to the members' needs, insist on high-quality service, and seek efficient service delivery. Positive and Professional Approach: Create a positive work climate and support the organization's mission. Problem Solving & Judgement: Seek diverse perspectives, proactively address concerns, and provide creative solutions. Takes Responsibility: Follow through on commitments, take ownership, and act like business owners. RESPONSIBILITIES : Adhere to Columbia Credit Union Service Standards. Accurately process member transactions and requests. Provides excellent member service by limiting wait times for inbound callers. Process account maintenance requests for members to include address changes, transaction and account research. Knowledge of and compliance with Currency Transaction Reporting requirements and Columbia's Bank Secrecy Act compliance program. Exercise independent judgment within set authorizations. Identify and refer members to our business partners in Home Loans, Insurance & Investment and Business Services. Participate in cross-functional projects, promotions and training. Perform additional tasks as assigned by department leadership commensurate with position. Proficient in processing member requests for account maintenance to include account research and assisting members with the fraud process. Communicates with members through all available channels, such as, Chat, Email, Video Chat and Phone. Responsibilities include but not limited to; maintenance, providing basic consumer and real estate loan information, and educating members on CCU products and services. Educate and assist members with all digital related products and services. Maintain up-to-date knowledge on all credit union products and services and through active listening, recommend Columbia Credit Union products and services to "Make Life Better" for our membership. Displays consistent teamwork and collaboration with others within Member Service and departments throughout the organization. REQUIREMENTS Minimum 1-year experience in customer service required. Financial institution and/or call center environment experience preferred or a minimum 6 months experience at Columbia Credit Union in a member facing role. Professional, mentally alert, and neat in appearance with an enthusiastic attitude. Excellent communication skills both verbal and written. Must be team oriented. Highly organized, detail oriented with ability to multi-task. Excellent communication skills both verbal and written. Possess sound decision-making skills. Strong PC skills. Must be available to work hours of operation in the Call Center. Consistent and reliable attendance: work scheduled shifts to meet the service level expectations of our members. COMPENSATION $20.75 - $24.00/ hour $1,000 Retention Bonus potential Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Equal Opportunity Employer/AA Must be 18 or older to apply
  • United States

Compétences linguistiques

  • English
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