Contact Center Service Representative (I/II/Sr.)

Potential for hybrid/remote opportunities.

Hourly Range: $20.80 - $22.55
Exact compensation may vary based on skill, experience and location.

• Professional Development Opportunities: Offering training programs, workshops, and mentorship.
• Recognition and Appreciation: Regularly acknowledging employee achievements and contributions.
• Flexible Work Arrangements: Providing options for remote work and flexible scheduling.
• Positive Company Culture: Fostering an inclusive, collaborative, and supportive work environment.
• Career Growth: Clear paths for career advancement and internal promotions.
• Work-Life Balance: Encouraging a healthy balance between professional and personal life.
• Employee Empowerment: Allowing employees to make decisions and have autonomy in their roles.
• Space of Belonging: ERGs, YOUnity Council and a focus around diversity, equity inclusion and belonging.  
• Wellness Programs: Promoting physical and mental health through wellness initiatives and resources.
• Strong Leadership: Having leaders who inspire, support, and guide their teams effectively.
• Sense of Purpose: Creating a sense of mission and aligning company goals with employees' personal values.

POSITION PURPOSE
Responsible for handling a variety of customer service calls in a prompt and courteous manner. Resolves customer questions and problems regarding accounts, payments, products, and services. Completes and maintains applicable reports, records, and files. Cross-sells products and services, and supports all functions within the Contact Center. 

ESSENTIAL FUNCTIONS AND BASIC DUTIES 

• Process member transaction requests, addressing and resolving concerns, as well as providing solutions.
• Represent SAFE’s Brand Promise by providing a positive and professional experience to members and non-members.
• Input credit applications for consumer loans and credit lines through LoansPQ application.
• Conduct extensive member profiling to determine members’ needs.
• Achieve member service standards, sales performance expectations, and quality Business Partner referrals through SAFE’s referral application.
• Provides phone support and simulates or recreates problems to provide resolution to members for operating difficulties.
• Consult with other departments and branches to assist with members’ needs.
• Maintain posting drawer and balance daily; close drawer at the end of each shift.
• Maintain an ongoing awareness of developments and changes in policies, procedures, products, and services.
• Complete opening and closing checklists, when applicable.
• Adhere to Attendance and Punctuality Guidelines.
• Complete other duties, as assigned.

QUALIFICATIONS 

Education/Certification: 

High school diploma, or equivalent. 

Required Knowledge:            

Customer service experience required. 

Experience Required: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skill