Contact Center Representative I

Description

YOUR PURPOSE

Responsible for presenting and explaining a basic number of credit union products and services to members and prospective members via telephone, correspondence or email. Assists and encourages members to utilize these products and services. This person requires an ability to communicate effectively and pleasantly with all prospective and current members and to represent the credit union positively and professionally. Able to perform Member Service Representative functions as needed.

YOU ARE RESPONSIBLE FOR

Per prescribed methods and operating policies and established practice, the Contact Center Representative provides the following services by phone, fax, mail, internet, chat or email:

• Researches and solves member questions, problems and complaints concerning credit union accounts
• Cross-sells credit union products and services. Processes basic financial transactions for members including such functions as opening and closing of accounts, issuing checks, processing account transfers, issuing certificates and drafts, and processing stop payments and check orders. Mail correspondence, applications and information
• Responds to routine member inquiry regarding the operation of accounts, access to services, account discrepancies, adding or reducing service features on various accounts, and assisting members
• Operates computer to accurately post transactions, access account information, balance transactions, and generally update member account transactions and information
• Assists members with information on safety deposit boxes, traveler’s checks, money orders, IRA contributions and withdrawals and basic loan account questions
• Provides information and troubleshooting support for Visa debit, credit and ATM cards
• Assists members and credit union staff with E-services support.
• Performs such other member service functions that might be needed from time to time and assists others in completing tasks and work assignments.
• Keep all credit union member and employee-related business in the strictest confidence

SUCCESS LOOKS LIKE

Our individual contributor success competencies, coupled with our CORE Values, drive our ability to fulfill our Promise of "Guiding members in the direction of their dreams".

• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. Readily takes action on challenges, without unnecessary planning
• Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity
• Communicates Effectively: Develops and delivers communications that convey a clear understanding of the unique needs of different audiences
• Member Focused: Builds strong member relationships and delivers member-centric solutions, both internally and externally
• Self-Development Focused: Actively seeks new ways to grow and be challenged using both formal and informal development

ABOUT THIS JOB DESCRIPTION

 The statements in this job description are intended to describe the essential functions and minimum qualifications for this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Job descriptions are not intended nor do they create an employment contract and are subject to change at any time to accommodate business necessity. The Credit Union maintains its status as an at-will employer where applicable. In support of Horizon CU’s goals employees may perform other duties as assigned and all employees are expected to: 

• Exemplify our CORE Values
• Promote teamwork and collaboration 
• Provide our members with the highest quality service

COMPENSATION

At Horizon Credit Union, we believe in attracting and retaining talented team members who embody our CORE Values of Capability, Optimism, Responsibility and Empathy. Our pay values are reflected in our compensation philosophy which rewards individual performance and the potential to contribute to our teams’ overall success long-term.

The full pay range for this position across all the states in which we hire is $18.85-$26.39. The figures shown represent the minimum and maximum of the range for this role. Individual offers are made dependent upon a candidate’s experience, education, and skill level.

Benefits, Perks, and Other Good Stuff

We know there’s more to life than just a job. Our benefits are designed to help support o