Call (Contact) Center Representative

Power Financial Credit Union, voted one of Credit Union Journal's Best Credit Unions to work for 4 years in a row, 2014-2017; Top Work Places by Sun Sentinel 2 years in a row, 2017 & 2018; South Florida Business Journal 2017 Best Places To Work Finalist; Ranked in the Top 50 of the highest performing Credit Unions in the US; and #1 in Florida by S & P Global Market Intelligence.

Power Financial Credit Union provides a stimulating work environment that is both productive and enjoyable.

We are currently searching for a dynamic Contact Center Advisor to join our Credit Union family. This position will be based at our Sheridan Branch location (Pembroke Pines- I-75 & Sheridan) location. This position is responsible for an array of contact center service duties. This will include serving as the first point of contact for incoming member calls and account inquiries all while maintaining daily operational duties. This position must have ability to learn and promote products and services and adhering to all BSA Compliance rules and regulations. Explains, educates, promotes, refers, and cross-sells PFCU products and services. This position will serve as the first line of defense in preventing fraud and mitigating risk. This position will communicate effectively with all PFCU partners to ensure “One Team One Goal” is always top of mind.

In this position you will:

· Provide superior member service by following PFCU member experience standards all while complying with BSA and Compliance regulations, departmental procedures, security procedures, and all other PFCU policies and procedures. In addition, will strive to answer incoming calls to continuously to maintain our Service Level Agreements (SLAs) standards.

· Handle a myriad of Contact Center Service related duties to include: 1) effectively explains, educates, promotes, refers, and cross-sell respective PFCU products and services in conjunction with ongoing marketing initiatives; 2) refer members to appropriate business lines to ensure member needs are met; 3) refer any member loan requests to Contact Center Sales Advisors or online channel; 4) perform the activities required to meet referral targets and any assigned goals; 5) look for cues that will connect a promotion or financial solution to an expressed need; 6) open service event tickets as appropriate while maintaining timely member follow up and 7) ensure all transactions are processed accurately.

· Demonstrate problem solving skills and the ability to handle complex and multiple priorities. Maintain a high level of personal integrity through a friendly and professional demeanor in addition to complying with the Code of Ethics & Conduct. Ensure Net Promoter Score/NPS meets PFCU standards.

· Answer phone and email requests from other branches and departments in a timely manner.

· Provide support to other branches.

To be considered you will need:

• High School graduate or GED equivalency required. Some college preferred.
• Minimum: One year Call Center and/or financial industry experience.
• Demonstrated ability to improve our members’ financial well-being via timely and relevant referrals and have aptitude for cross selling.
• Demonstrated ability to drive sales conversations with members.
• Must be computer literate, with a strong working knowledge of Microsoft applications: Word and Excel.
• Must have strong attention to detail to include solid data entry with limited errors.
• Must have ability to work in a very fast paced environment with continued calls in que.
• Must possess the ability to remain calm, patient, objective, and professional when presented with difficult situations.
• Must be able to work in a time sensitive environment and communicate decisions to all stakeholders.
• Must have ability to communicate both orally and in writing effectively and maintain effective working relationships.
• Must have ability to handle confidential/sensitive matters using sound judgment.
• Must have ability to communicate both orally and in writing effectively and maintain effective working relationships.
• Must have ability to meet attendance standards and adhere to work schedules.
• Must have ability to build rapport with members and recommend personalized banking financial solutions.

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus opportunities
• Holiday pay

Ability to Relocate:

• Pembroke Pines, FL 33028: Relocate before starting work (Required)

Work Location: In person