Contact Center Specialist I

WHAT YOU WILL DO EVERYDAY

As a Contact Center Specialist I you will be responsible for providing an excellent member experience by quickly assessing member needs and providing sound solutions via incoming phone calls. Serve as the Credit Unions access point for all incoming phone calls while striving for first call resolution and take true ownership of member needs and issues to ensure a prompt resolution. Proactively takes ownership of situations that arise while assisting members to reach a mutually beneficial resolution with the appropriate follow through. Responsible for maintaining an effective working knowledge including technical and back-office aspects of all credit union products and services and department functions.

Direct Reports : None

HOW YOU WILL MAKE AN IMPACT

30% Fields all incoming ACD calls ensuring that all calls are answered within an appropriate timeframe. Actively monitor and control a members hold time along with monitoring abandoned and transferred calls according to current performance standards.

20% Identifies cross sell opportunities and educates members on credit union products and services. Follows up on referrals and identify new relationship opportunities. Maintains knowledge and takes the initiative to keep up to date of all credit union products and services. Use every member contact as an opportunity to advise members about additional services or programs that might benefit them.

20% Receives and processes member financial transactions including but not limited to deposits transfers withdrawals and loan payments by way of electronic transactions using Symitar Propay ACH and other methods as necessary. Administers appropriate file maintenance to members accounts from phone calls secure messaging and mail.

10% Strong member service skills to address any member issues to achieve resolution. Comfortable empathizing and remaining patient with difficult callers. Elevate serious concerns to contact center leadership as needed.

10% Routes calls when needed to appropriate personnel. Asking probing questions and active listening skills to ensure members are directed to best person to assist them.

10% Provide basic technical support and troubleshooting to members accessing online banking phone banking and other self-service options the Credit Union offers.

Must comply with all company policies and procedures applicable laws and regulations including but not limited to the Credit Union Secrecy Act the USA PATRIOT Act and the Office of Foreign Assets Control.

If applicable : this position may have additional duties to include bilingual duties noted in the Bilingual Policy.

WHAT YOU WILL NEED TO SUCCEED

Experience

6 months customer service experience in banking retail or related field required.

Education / Certifications / Licenses

A high school diploma or equivalent. Must have and maintain a valid drivers license.

PREFERRED SKILLS

• Work experience in telephone data collection or member service preferred.
• Ability to work in a teamwork environment by working cooperatively with peers subordinates managers and staff in other departments.
• Working knowledge of MS Office Suite Programs specifically Word Excel and Outlook.
• Must have strong communication skills both verbally and written.
• Ability to provide world class member service while executing Interras vision mission and delivery of Core Values.

INTERPERSONAL SKILLS

COMPETENCIES

ADA REQUIREMENTS

Physical Requirements

Working Conditions

Mental and / or Emotional Requirements

ACKNOWLEDGEMENT

Nothing in the position description restricts managements right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time. Interra Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color religion sex / gender national origin disability age or any other category protected by law.

Required Experience :

IC

Key Skills

Sales Experience,Crane,Customer Service,Communication skills,Heavy Equipment Operation,Microsoft Word,Case Management,OSHA,Team Management,Catheterization,Microsoft Outlook Calendar,EHS

Employment Type : Full-Time

Experience : years

Vacancy : 1