Description

Contact Center Representative

Summary

To assist the credit union in achieving its mission statement: “PFCU WILL DELIVER FINANCIAL WELL-BEING WITH VALUE, CONVENIENCE AND EXCEPTIONAL SERVICE”. The Contact Center Representative will assist members on the telephone, e-mail or chat with their financial transactions or inquiries. Troubleshoot and answer members’ questions regarding their accounts and the Credit Union services and programs. This role can be based in either PFCU's Portland or Durand Branch locations. Support, model & adhere to PFCU’s Service Standards as outlined in My MARC.

Contact Center level information

Advancement from one level to another is not automatic; advancements will be made as needed within the credit union and determined by success of the Contact Center Employee.

Current Level

Employee Initials

Manager Initials

Date

? 90 Day Introductory Period with $5,000 Cash Limit

? Contact Center I with $10,000 cash limit; minimum 90 days working at PFCU

? Contact Center II with $50,000 cash limit; minimum 1 year working at PFCU

? Contact Center III with $100,000 cash limit; minimum 3 years working at PFCU or similar experience

Essential Functions, Duties, & Responsibilities

Contact Center Essential Duties and Responsibilities include but are not limited to:

• Build relationships, be dependable, demonstrate initiative, responsibility, integrity, professionalism and take responsibility to see that all tasks are done correctly. Handle situations with confidence, knowledge and creativity; seek guidance from supervisor when necessary.
• Have advanced knowledge of PFCU products & services, policies and procedures, and rules and regulations; and assist members and employees as needed and as opportunities present themselves.
• Greet and welcome members to the credit union over the phone, email or chat.
• Maintain an understanding of credit card and debit card payment systems.
• Assist members with troubleshooting basic card service issues such as payments, travel notices, card restrictions, fraud cases, PIN attempt resets, and inquiries.
• Perform temporary limit increases on debit cards for point of sale transactions
• Level one: up to $5,000
• Level two: up to $10,000
• Level three: up to $20,000

• Complete transactions utilizing PFCU service standards. Excellent member service skills including:
• Answer phone calls in a courteous, professional and timely manner
• Provide prompt, accurate and efficient member service
• Demonstrate effective oral and written communications
• Treat all Credit Union members and employees with a positive and cooperative attitude
• Promote teamwork and contribute to Contact Center success
• Serve the membership and potential membership by providing service and information in a pleasant, clear and efficient manner via telephone or another form of correspondence, including, but not limited to:
• Solving member questions, problems, and complaints concerning accounts
• Processing transactions, transferring funds and making payments
• Understand and complete appropriate forms needed to assist the member
• Verifying accounts
• Cross-selling services and products
• Keep up-to-date on all Credit Union products and services
• Be familiar with each department’s basic procedures
• Complete forms necessary to request or gather information from other departments.
• Assist members with debit / credit disputes and/or fraud processing.
• Develop and cultivate community relationships.
• Maintain cleanliness and security of work area and equipment including protecting the confidentiality of member information.
• Seek training opportunities to develop or enhance knowledge through training, conferences, reading, etc. Willingly prepare, participate in and attend educational functions and meetings as requested.
• Complete and progress through a customized Career Development Plan, which could include, TNT University, PFCU”s Leadership Development Program or other training programs offered by PFCU.
• Perform all other duties as assigned.
  

Additional Essential Duties and Responsibilities for Level II and above:

• Access check review system to help troubleshoot for members and teammates in department
• Serve as Subject Matter Expert, as needed, for the Contact Center
• Issue fee refunds, including: Courtesy Pay Fees, Transfer Fees, and Return Item Fees
• Assist Contact Center Level I with trouble-shooting, as needed

Additional Essential Duties and Responsibilities for Level III and above: