Contact Center Representative II

Position Description: The Contact Center Representative II is responsible for providing outstanding member service in the CCF member contact center.
Makes banking easy and delivers high performance by providing immediate response to members and team members, addresses questions and/or issues that are encountered in the course of doing business with the credit union.
Serves as a professional representative of the credit union through all member interactions, which may be via inbound or outbound telephone, online, IVR, mobile banking, and email.
Offers appropriate products/services to deepen member relationships with CCF in accordance with CCF's goals and growth targets.
Refers members to other credit union representatives, as appropriate.
What You'll Do in This Role: Utilizes a consultative interview process with each interaction to identify opportunities and deliver creative financial solutions, including opening and maintaining accounts, processing consumer loan applications, and other duties as assigned to deepen the member relationship with CCF.
Educates members on benefits of products and services offered by CCF.
Answers calls within the credit unions specified allotted time to maintain service metrics.
Responds to member questions, concerns and inquiries and ensures each member receives outstanding member service by performing within CCF’s vision, mission, goals, and living our service promises through inbound calls, outbound calls, email, and all digital platforms.
Processes transactions, updates account information, and documents member interviews in our core system promptly, efficiently, and accurately with close attention to detail.
Fosters cooperation, teamwork, and frequent communication with the Centralized Lending and Loan Processing staff to ensure seamless service for our membership.
Follows-up through the loan closing process.
Research situations and collaborates with internal departments, as necessary, to resolve concerns.
Performs department related support duties, to include, but not limited to scanning, faxes, and working daily reports.
Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
What You'll Bring To CCF: Six months to two years of similar or related experience, including time spent in preparatory positions.
A high school degree or GED is required.
Courtesy and tact are essential elements of the job.
Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating, or referring.
Communications generally require shorter and not in-depth discussions.
Demonstrated strong customer service skills that include proven ability to handle difficult member interactions.
Strong communication skills must be demonstrated through oral and written means.
Proven sales aptitude.
Proficient in the Microsoft suite of products including Word, Excel, and Outlook.
Ability to obtain and maintain notary designation.
Ability to be bonded possesses basic mathematical skills and is proficient in the use of calculators.
Must be able to multi-task effectively between multiple systems to assist members with their inquiries.
What You’ll Get Working At CCF: Working with an energetic team focused on making our members financially successful! An opportunity to work with others that have your back every step of the way! An opportunity to grow your career and do amazing things! Opportunities to make a difference both inside and outside of our walls! Being treated like you are more than the work you do! Exceptional healthy body, healthy mind benefit offerings! Paid time to support your community! Unplug & revive with generous time off programs! Competitive rewards for your now and for your future! EOE Slate for a hybrid work schedule after the first 3-6 months of orientation.
Monday - Friday 8:00AM to 6PM; Rotating Saturdays 9:00AM to 1PM.