Job Description
What's in it for you as a Contact Center Representative:
- Hybrid position
- Training and ongoing coaching to learn highly desired skills for career development.
- Opportunity to be part of a growing organization where you can make an impact on members, teammates, and the community in meaningful ways.
- Greater Good: 16 hours paid volunteer time per year
- Full Benefits Package: 401k, Medical, Dental, Life, 12 paid holidays, Paid Time Off
The Basics as a Contact Center Representative:
- Monday - Thursday, 8:00 am - 5:00 pm
- Rotating Fridays, 9:00 am - 6:00 pm
- Rotating Saturdays, 9:00 am - 1:00 pm
- Flexibility required - extended hours, based on company needs
What you'll do as a Contact Center Representative:
In this role you'll enhance the member experience by providing top-tier service through phone and digital communication channels. You'll build strong relationships with members and offer a first call resolution approach, listen to member needs, and deliver supportive solutions.
- Assist members by phone with questions regarding their accounts and offering solutions.
- Educate members on credit union products and services.
- Process basic financial transactions: transfers, check orders, loan payments.
- Meet key performance indicator (KPI) metrics to maintain top-tier member support
- Work cohesively with other departments or skilled-based team members to provide the member with solutions beyond area of expertise.
Qualifications
Must Have as a Contact Center Representative:
- 2+ years in a customer service role or professional experience.
- Must have a pleasant and professional speaking voice.
- Confidentiality and attention to detail is a must.
- Someone who can confidently talk with a variety of people.
- Teachable, can-do attitude, a sense of humor :)
Nice to Have as a Contact Center Representative:
- Bilingual in Spanish and English.
- Previous Call Center experience.
- Previous Financial Institution experience.
Additional Information
All your information will be kept confidential according to EEO guidelines.