• Contact Center Representative (Basic)

    Category Contact Center (Call Center)
    Job Locations US-TN-Tullahoma
    Job ID
    2018-1464
    Type
    Active - Full Time Hourly
  • Overview

    Title: Contact Center Representative- Basic Support

    Department Hours: Monday - Friday 8:30 a.m.- 6:00 p.m., Saturday 9:00 a.m. - 1:00 p.m.

    Employment Type: Full Time

     

     

    Ascend offers a GREAT Total Rewards Package Including:

    • Competitive compensation
    • Culture that prides itself on promoting from within
    • Bonus potential
    • 100% Company paid medical premiums for employees as well as life insurance, long term disability and AD&D
    • Impressive 401(k) match program
    • Voluntary programs such as dental, vision, additional group term life, accident, cancer, short term disability and critical illness coverage
    • Vacation and sick time that accrues based on length of service
    • Tuition assistance
    • Ten paid holidays each year

     

    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.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed