Contact Center Representative

This position allows for an optional hybrid work arrangement which includes a combination of both in-office and remote work on a weekly basis. To be eligible for the program, employees must complete a minimum of 90 days of continuous employment, be in good standing, and agree to the terms of a Work from Home Agreement prior to being eligible for hybrid work.  The employee’s request is subject to supervisor approval. Working locations and hybrid schedules may be altered at management discretion.

The role of the Contact Center Representative is to provide excellent service through telephone and e-service channels. The incumbent resolves member questions, inquiries, and requests while adhering to all internal policies and procedures. The incumbent also identifies and refers credit union products and services and processes transactions.

1. Demonstrates member focus through consistent, superior service.
2. Exhibits positive, constructive and supportive behavior with members as well as coworkers.
3. Assists members with a variety of questions and account issues while providing general credit union information.
4. Assists members with Digital Banking and Bill Payer questions. Resets and/or provides Secure Access Codes for members locked out of Digital Banking.
5. Troubleshoots discrepancies or inquiries regarding members’ account history, debit card transactions, and Digital Banking, completing research requests. Forwards more complex problems to the Contact Center Lead or Manager for assistance.
6. Stays abreast and cross-sells the credit union’s complete line of products and services.
7. Remains diligent with email traffic for member correspondence and important Credit Union notifications, responding in a timely manner.
8. Posts deposits, and loan payments, transfers funds between accounts.
9. Processes member fee requests and clearing differences.
10. Maintains accurate records of transactions and balances daily work.

1. Follows all Launch Credit Union policies and procedures.
2. Develops, maintains, and demonstrates a working knowledge of credit union member service standards, policies, procedures, and applicable state and federal government rules.
3. Demonstrates a calm demeanor and appropriate tone when dealing with a difficult member situation.
4. Completes training assignments in a timely manner.
5. Attends meetings and training sessions as required.
6. Performs other duties as assigned.

None

1. A minimum of three years of customer service experience in a financial institution or call center required.
2. A high school education or GED.
3. Ability to identify member needs and recommends appropriate products and services.
4. Displays courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of providing or obtaining information, building relationships, and/or soliciting cooperation. Strong written, oral, and interpersonal skills.
   
5. Detail oriented, organized, accurate, able to work under pressure, ability to adapt to change, ability to effectively multi-task and problem-solving skills. Good judgment and decision making skills.
6. Ability to learn and apply knowledge of all credit union accounts and services including electronic services.
7. Ability and willingness to refer credit union products and services by utilizing existing customer services skills and tools attained though credit union training and coaching sessions.
8. Must have excellent communication skills. Ability to build rapport and establish trust and confidence with members.
9. Must be proficient with the use of Ability to quickly learn software applications, multiple programs, and systems. 
10. Able to learn and comply with federal regulations.