Position Description:
The Contact Center Representative I is responsible for providing outstanding member service in the CCF Credit Union 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.
Strives to deepen the customer relationship by identifying appropriate products/services and refers customers to other credit union representatives, as appropriate.
What You'll Do in This Role:
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.
Identifies opportunities to deepen the member relationship by recommending credit union products and/or services to meet the members short-term and long-term financial needs.
Educates members on benefits of products and services.
Refers members to other credit union representatives, as appropriate.
Processes transactions, updates account information, and documents member interviews in our core system promptly, efficiently, and accurately with close attention to detail.
Researches 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:
Up to six months of similar or related experience including time spent in similar or preparatory positions.
A high school degree or GED is required.
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.
Proficient in the Microsoft suite of products including Word, Excel, and Outlook.
Possesses basic mathematical skills and is proficient in the use of calculators.
Must be able to multitask effectively between multiple systems to assist members with their inquiries.
Ability to be bonded.
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
Monday - Friday: 8:00am - 6pm
Saturday: 9:00am - 1:00pm
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