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Form of workJob Description
OUR CORE VALUES
The Credit Union is a values-driven organization. They guide our behavior as they create our desired culture.
- Everyone Counts ▪ We promote a diverse and fair workplace to better serve our Members, Team Members and Communities, fostering an environment of transparency, trust, and respect.
- Innovate Boldly ▪ We dream big, challenge the status quo, move with agility, and embrace data-driven decisions. We listen and continuously make the impossible possible.
- Embrace the Fun! ▪ We take the joy in our work by welcoming kindness, integrity, and authenticity.
- Own It ▪ Valley Strong is ours to grow. We hold ourselves accountable to doing our best work every day and are empowered to do what’s right.
POSITION SUMMARY
A Contact Center Officer provides significant Member impact by ensuring excellent Member service while having built a thorough knowledge of financial services, including account management; all facets of account resolution; general loan knowledge; and credit union policies and procedures. Individuals interacting with Members and Non-Members in vast occurrences with a major impact on the organization. Using excellent service standards, incorporating methodology of building rapport and interviewing thoroughly in every interaction with Members and Team Members. A Contact Center officer will possess positive and professional tones and display empathy with all Members and Team Members. Ensuring that a smile can be heard on each call, creating an environment of trust by “doing what’s right.”
ESSENTIAL DUTIES
- Handling incoming calls, emails, and chats from credit union Members in a professional and efficient manner.
- Accurately processes financial transactions including but not limited to; withdrawals, transfers, payments, ACH, check stop payments and general ledger entries.
- Acting as a Member advocate, being ever conscious of the value of the Member and membership, using a flexible and open-minded approach and gaining approval for any decisions outside of authorization limits.
- Documenting Member interactions and transactions accurately in the credit union's customer relationship management (CRM) system.
- Possesses excellent verbal and written communication skills with professional phone etiquette.
- Knowledgeable in all tools, delivery channels, products, services, fees, and policies to provide accurate and relevant information to Members.
- Utilizing sales techniques to deepen Member relationships, offer appropriate solutions and cross-sell credit union products and services while processing transactions.
- Resolving Member complaints, concerns, and issues promptly, and escalating complex cases to the appropriate department or leader.
- Meeting or exceeding individual and team performance targets including call quality, Member satisfaction, handle time, and productivity metrics.
- Using relevant information to better understand problems and opportunities.
- Implements decisions or initiates action with appropriate urgency.
- Providing coverage in all assigned areas of Contact Center where service or assistance is needed, including but not limited to Contact Center Member services, web chat, texting solution, Contact Center request and must answer line.
- Following established scripts and guidelines to ensure consistent and professional communication with Members.
- Embracing change as opportunities above obstacles, treating all new situations as opportunities for learning or growth.
- Collaborating with other credit union departments to resolve Member issues and provide seamless service.
- Taking action that goes beyond current job requirements, challenges the status quo to achieve results, and effectively demonstrates a mindset of continuous learning and development.
- Aids with document imaging including scanning of Member information, account documentation and uploading documents from a centralized location to the imaging system.
- Ability to multitask and work in a fast-paced environment while maintaining attention to detail.
- Continuously improving knowledge by using learning initiatives through the organizations training and learning center.
- Demonstrating a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibilities.
QUALIFICATIONS
To perform this job successfully, a Team Member must be able to perform each essential duty satisfactorily.
EDUCATION and/or EXPERIENCE
High school diploma or equivalent; additional education in finance, business, or related experience a plus. Previous experience in a customer/Member service role, preferably in a financial institution or Contact Center environment.
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exist. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. The Team Member occasionally must lift and/or move up to 10 pounds. Ability to stand for long periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
OTHER SKILLS AND ABILITIES
Knowledge of state and federal laws, regulations and guidelines pertaining to operational and loan operations, financial institution practices, information disclosures, proper record keeping, etc. Ability to organize, prioritize, and direct the work of others.
Requires daily monitoring of transactions from compliance with Valley Strong Credit Union’s Anti-Money Laundering Program. This monitoring will include, at a minimum, completion of currency transaction forms when required, proper recordkeeping when issuing official checks or money orders, and Office of Foreign Asset Control verifications, as necessary. In addition, the reporting of any activity that falls within the Suspicious Activity Report criteria.
Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) Laws and Regulations, as they pertain to federal guidelines and internal policies and procedures.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.
I have read and understand the duties and responsibilities of this position and will perform them to the best of my ability. I understand what is required and expected of me to meet the performance standards of the position. I acknowledge that I am able to perform the functions of the position with or without reasonable accommodation.
Team Member Name Team Member Signature Date
Supervisor’s Name Supervisor’s Signature Date
