About this role
Pre-employment background checks, including criminal records, credit reports, and drug tests, will be required. Job offers are contingent on successfully completing all pre-employment background screenings. Applicants must complete all required sections of the application. Incomplete submissions will not be reviewed or considered.
Summary:
Under the direction of the Contact Center Manager, assist members and potential members over the phone by promptly receiving and handling inbound member service and loan calls. Provides efficient, broad-based, knowledgeable and courteous service to maximize the number of incoming calls handled while minimizing the abandon call rate. Works under general supervision; typically report to a supervisor manager. A certain degree of creativity and latitude is required. Typically trains new hires and perform supervisory duties. Additional time may be requested for projects and training.
Essential Duties and Responsibilities:
- Responsible for selling and cross-selling Credit Union services to current and potential members. Credit Union services are to be promoted using the "member benefit-based approach".
- Fully complies with the requirements of all Credit Union policies, including but not limited to the Bank Secrecy Act, the Patriot Act and OFAC Policies.
- Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.
- Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
- Attends, follows up and resolves member complaints.
- Responsible for coaching and developing agents.
- Responsible for assisting call center agents in performing their duties. Provides support, reports and resolves problems and complaints.
- Must Maintain a high level of confidentiality and exercise independent judgement and analysis
- Assist Assistant Manager and Manager with taking escalated calls.
- Participates in regular product training exercises to maintain product knowledge.
- Works with Manager and Assistant Manager to ensure process and procedures are followed.
- Provide on call assistant with Assistant Manager and Manager is not available.
- Leads by example and has exhibited leadership skills/capabilities.
- Constantly exceeds departmental goals and expectations.
- Supervise and support staff and assist with continuing professional development
- May be assigned other tasks by appropriate line supervision.
- Document and communicate with Management on staff and member concerns
Supervisory Responsibilities:
- Monitors calls to observe agent demeanor, technical accuracy, and conformity to department polices.
- Support management decisions and goals in a positive and professional manner
- Consistently demonstrates traits of Leadership, Positive Attitude, Professionalism, and Dependability
- Monitors queue and tracks inbound calls
- Listens and coach staff on calls, problem solving, and build member relationships for quality assurance
- Track direct report goals, achievements and awards in UKG
- Manage time on UKG of staff members assigned
- Plan, schedule and document individual sessions with staff for growth and retention
- Other tasks may be assigned or changed as needed
Qualifications
Qualifications
Education and/or Experience:
Associates Degree; 5 or more years financial institution or call center related experience; or equivalent combination of education and experience.
Other Skills:
- Great interpersonal and phone etiquette including a pleasant, professional speaking voice
- Member focused
- Detail oriented and ability to multi-task
- Ability to apply common sense understanding of financial transactions and carry out detailed but uninvolved written or oral instructions
- Ability to solve problems involving a few concrete variables in standardized situations.
- Ability to receive and respond appropriately to coaching and constructive feedback.
- De-escalation of member calls for a positive outcome
Computer Skills:
To perform this job successfully, an individual should have knowledge of Microsoft Office software including Windows, Word, Excel, Outlook Email /Calendar and Internet Explorer software. Experience with Symitar, Episys, Digital Insight and system preferred, or PSCU or other core banking software.
Physical Demands:
- May be required to stand, use hands, and reach with arms.
- May be required to walk, stoop, kneel, or crouch; occasionally required to sit, climb, or balance.
- Must be able to lift to 25 lbs.
- Requires ability to communicate effectively in person, on the phone, and via digital channels.
- Vision requirements include close, distance, and peripheral vision, as well as depth perception and focus adjustment.