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Contact Center Representative (Basic)

Contact Center Representative (Basic)

Job ID 
2018-1267
Job Locations 
US-TN-Tullahoma
Category 
Contact Center (Call Center)
Type 
Active - Full Time Hourly

More information about this job

Overview

Receive inbound calls from the membership. Provide information and credit union services through interaction with the membership over the telephone.

Responsibilities

Essential Functions

 

  • Receive inbound calls from the membership. Must be knowledgeable of all intermediate credit union services, various departments, etc. to answer questions from the membership and other outside contacts. Must be able to question the member to obtain a full understanding of the member’s needs and transfer the call to another employee/department if necessary.
  • Provide member with assistance on the following services:           

 Accounts

  •  Explain different account options, terms, rates, etc.
  • Provide account information to members, i.e., account balances, cleared drafts, deposits, withdrawals, transfers, returned checks, etc.
  • Open new accounts, including draft, Christmas Club, and money market accounts
  • Service existing member loan and deposit accounts. 

Remote Services

  • Explain and cross-sell the remote services including E-Branch, Indirect Lending, STAR, etc.

 Cross Selling

  • Cross sell additional deposit, loan, and electronic products by offering members feature and benefit information on these services, and referring members to appropriate departments. 
  • Process telephone requests for transfer of funds, withdrawals, loan advances and payments, including Payment by Phone from other institutions, maintain transaction log, and mail withdrawal checks to members.
  • Responsible for verification of member’s identity prior to releasing account information or performing account transactions.
  • Report any problems to the Member Service Center Manager/Assistant Manager
  • Cross sell credit union services to the membership.
  • Read all internal publications including Source and  

Marginal Functions 

  • Handle intermediate phone calls when necessary. 
  • Perform other duties as assigned or required.

Qualifications

Minimum Qualifications/Skills/Abilities Required

 

  • High school graduate or equivalent. 
  • Must treat all members and outside contacts in a positive and cooperative attitude. 
  • Excellent communication skills required in order to communicate with the membership and coworkers in a professional manner. 
  • Must manage length of call with member. 
  • A high degree of poise and tact to represent the credit union in a positive manner to the membership and outside contacts. 
  • Ability to organize and prioritize work with minimum supervision. 
  • Previous credit union experience including teller duties desired. 
  • Must be able to work as part of a team in a fast, paced environment with a diversity of job duties and knowledge. 
  • Must be able to manage multiple projects and prioritize multiple tasks. 
  • Must be accurate in all loan transactions and teller transactions. 
  • Regular and reliable attendance is required. 
  • Working knowledge of computer programs including Microsoft Word, Microsoft Outlook, Excel and the internet 
  • Must have ability to operate or have ability to be trained to operate related office equipment including calculator, check and receipt printers, computer terminal (PC), multifunction copier, telephone and typewriter.