Contact Center Specialist

Role:

Provides members and potential members with fast, courteous, and accurate service on the phone; explains services; responds to problems; and directs members' phone calls to the appropriate area.

Essential Functions & Responsibilities:

• Assists members and potential members with phone requests; answers questions about products and services. Responsible for providing a quality member service experience.
• Processes transactions, addresses and resolves member problems, inquiries, or complaints. Refers problems to supervisor as needed, along with recommendations for resolution.
• Identifies opportunities to cross-sell products or services to members.
• Reviews member documents and processes to ensure compliance with federal regulations, organizational policies, and procedures.
• Acts as liaison between members and appropriate departments.
• Maintains member account information on the system.
• Performs other job-related duties as assigned.

Knowledge & Skills:

Experience: One year to three years of similar or related experience.

Education: A high school education or GED is required.

Interpersonal Skills: Effective communication with contacts inside and outside the organization is essential. Fostering relationships with other entities (companies and individuals) is necessary and often requires the ability to influence and sell ideas or services to members or others. The role requires a significant level of emotional intelligence.

Other Skills: General office equipment such as calculators, computers, photocopiers, and scanners. Maintains confidentiality related to credit union operations and work-related information. Proficient in Microsoft Office software.

Physical Requirements:

Frequently stands or sits in a stationary position.

This Job Description is not a complete statement of all the position’s duties and responsibilities.