Member Contact Center Representative

Position Summary

Assists members via telephone or other delivery channels with their financial needs by answering questions, performing financial transactions, resolving issues and providing information to ensure quality service. Timely service the needs of the members and enhance their financial relationships with the Credit Union.

Primary Responsibilities and Duties

• Responsible for providing courteous and efficient service to members and team members over the phone or preferred delivery channel.
• Identify opportunities to promote credit union products and services to retain members and increase wallet share.
• Utilize various computer applications to assist with member support and satisfaction.
• Strive to provide first contact resolution and build lasting member relationships through exceptional service.
• Responsible for maintaining a high level of quality such as Member Satisfaction, accuracy, phone management and more as defined by management.
• Contribute to Unit and Corporate goals.
• Assumes additional responsibilities as necessary for the continued growth and advancement of the Credit Union.

Variability in hours including weekend and holiday hours.

Knowledge/Skills

• Clear verbal and written communication, listening, and human relation skills
• Excellent phone communication skills using clear and pleasant voice
• Basic analytical, mathematical, organizational and decision-making skills
• Computer literacy skills with using Windows environment, spreadsheet and word processing software.
• Data entry skills
• Ability to multi-task
• Able to work in a fast-paced and diverse environment
• Ability to sit and/or stand at a desk for extended period.

Minimum Requirements

• High School Diploma, GED or equivalent skills and abilities.
• Basic knowledge of financial services generally acquired by one or more years working within the financial services area or minimum of two years' customer service and/or call center experience.

Base pay

Starting at $19.00/hour.

Pay is dependent upon the pay range and the incumbent's knowledge, skills and experience.