Contact Center Representative

Description:

- The Contact Center Representative is the members’ first impression – as well as ongoing representation – of the credit union’s service and support structure. It should be noted that this position is very important to the overall image and success of the organization. Service to the members is critical.

- First line of contact – reps will assist with first call resolution, try to handle everything before transferring to other department

Service- Deliver service to both internal and external members that are in alignment with the credit union’s Service Promises

- Meets all established sales and service goals

- Possess adequate product knowledge as measured by the annual product knowledge certification assessment

Member Service

a)Explain and recommend credit union products and services

b)Provide general account information

c)Provide information on new and on-going promotions

d)Address and resolve member problems and complaints

a)Record research requests and deliver to appropriate personnel

b)Explain the procedure to initiate payroll requests, and ensure all forms are mailed to appropriate destination

c)Assess field of membership qualifications and provide accurate information

a)Possess strong knowledge of PAM (the audio response system), and assist members with the usage

b)Possess strong knowledge of Internet Branch and assist members with the registration and usage

c)Facilitate wire transfer requests

d)Process check orders

e)Provide loan payoff information

f)Set-up payroll allocations per member requests

g)Provide rate information on deposits and loans

Process Financial Transactions

a)Post loan payments

b)Process phone transfer requests between share accounts, loan accounts and cross-member accounts

c)Process check withdrawals

d)Process loan advance requests

Examples of Calls, wide variety includes but not limited to:

oReferring different products, CDs, credit cards, banking accounts

oWalking a member how to use online applications and online registration

oDealing with fraud accounts and cases

oGeneral Questions

oBoth new and returning customers

Skills & Qualifications:

Soft Skills:

- Ability to work well under pressure and multitask

- Enjoy problem solving and interaction with members

- Excellent interpersonal skills

- Must be able to sit for long periods of time

- Very accurate and precise

Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.

At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email astoncarteraccommodation@astoncarter.com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.