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 Union's 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 member's 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 driver’s 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 Interra’s vision, mission and delivery of Core Values.

 

INTERPERSONAL SKILLS

• Courtesy and tact are essential elements of the job.
• Work involves personal contact with members 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.

 

COMPETENCIES

• Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels. Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels. Adjusts to fit the message to the audience. Provides timely and helpful information to others across the organization.
• Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.
• Member Focus -