Position Description

Contact Center Representative
Location South Durango
# open 2
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Join our amazing Contact Center Team!!

The Contact Center Representative I provides prompt and professional service to all members and potential members via the Credit Union’s ACD telephone system answering callers’ questions regarding accounts, including transaction activity, membership, loans, research and cross-sells Credit Union products and services.

ESSENTIAL JOB FUNCTIONS

  DUTIES AND RESPONSIBILITIES

Financial Services                             85%

  • Answers questions and resolves problems received from members and non-Credit Union consumers in a timely and efficient manner;
  • Performs monetary and non-monetary transactions to include contacting and communicating with members;
  • Opens new accounts;
  • Follows internal control procedures for production of Debit/ATM cards;
  • Increase daily ATM withdrawal limits;
  • Reviews Evolve and Vantive systems for credit card and debit card activity;
  • Completes research on accounts, making corrections and data changes as needed and forwards more complex requests to the Branch Manager;
  • Communicates loan decisions to members;
  • Promotes and sells Credit Union products and services to achieve monthly incentive goals and credit union wide established strategic goals and objectives;
  • Interviews members and collects information to match appropriate product(s) with member needs;
  • Updates account information received through email or telephone;
  • Authorizes fee refunds within approved limits;
  • Balances transactions accurately on a daily basis and in a timely manner;
  • Performs duties of a Financial Services Representative when needed.
  • Interviews, reviews, performs data entry, generates and processes loan applications for consumer loans, second mortgages and HELOC loans using Loans PQ online loan processing system;
  • Communicates loan decisions to members;

  Administration                                   15%

  • Accurately enters sales tracking data;
  • Processes check orders, cashier’s checks, wire transfers, and other related financial service transactions;
  • Performs other duties as assigned.

  QUALIFICATIONS

Knowledge, Skills, and Abilities

  • Knowledge of loan and member service policies and procedures;
  • Knowledge of modern office practices and procedures;
  • Knowledge of financial institution products and services;
  • Knowledge of automated call distribution systems;
  • Skill in operating an on-line computer terminal, personal computer, calculator, and related office equipment;
  • Skill in the operation of a personal computer with Intranet/Internet, operating system, word processing, calendar and scheduling software;
  • Ability to obtain and maintain a Nevada Insurance License to act and NMLS licensing;
  • Ability to communicate effectively, both verbally and in writing;
  • Ability to establish and maintain effective working relationships with other employees and members;
  • Ability to cross-sell products and services;
  • Ability to maintain regularly scheduled attendance;
  • Ability to type 35 WPM;
  • Must be able to relate appropriately to other people beyond giving and receiving instructions: (a) can get along with co-workers or peers without exhibiting behavioral extremes; (b) perform work activities requiring negotiating, instruction, and communicating with others; and (c) respond appropriately to constructive feedback from a supervisor.

  Education and Experience

A high school diploma or GED equivalent plus one year financial services experience in a financial institution.  Prior Call Center and/or Contact Center experience is preferred.  Must successfully complete MAP Coach Training within 4 weeks of position start date and Financial Services and $uccess training within six months of position acceptance.

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