Contact Center Representative Tier 1

4 weeks ago

Hauppauge, New York, United States Teachers Federal Credit Union (TFCU) Full time

Summary:

Receives calls from members/potential members, provides a high quality of service, achieves department goals and adheres to policies and procedures. Cross sells Teachers products and services.

Education and/or Experience:

A high school education or GED required
Minimum of one-year general work experience preferred
Call Center experience preferred
Effective oral/written communication, interpersonal, problem-solving, multitasking, mathematical, computer and internet skills and telephone etiquette required
Knowledge of banking products/services, applicable laws, regulations, policies, practices, protocols, systems and programs preferred

Job Responsibilities:

Responds to member inquiries using standard scripts, dialogues, or talking points
Processes routine requests for information or services and transfers complex requests to support teams
Guide callers through navigating the company site or using the products or services
Receives calls focused on account maintenance. Update member account information and complete check order requests
Submit referrals to other departments in the organization
Identifies opportunities to upsell additional products and tracks prospect interactions in system
Establish new member accounts
Ensure members' issues/problems are appropriately addressed by researching and providing information on existing accounts
May redirect calls to other teams depending on the nature of the inquiry
Properly verify callers using policy and procedure to ensure security of accounts
Complete Stop Payment request processes following policy and procedure
Document all actions taken in CRM
Inform the Supervisor or Tier III/Tier IV of the need to restrict/un-restrict accounts, cancel debit cards, request a fee override, etc.
Follow procedure for CRM intake calls
Maintain awareness of and comply with policies, processes procedures and applicable laws/regulations
Maintain compliance, by ensuring all required internal training is completed by required due date

Benefits of Joining the Teachers Team:

We provide a competitive compensation and benefits package that includes, but is not limited to:

Paid time off for vacation, personal days, and holidays
Fully-funded pension plan
401(k) company contribution
Teachers pays 100% of Dental & Vision premium
Tuition reimbursement is offered to full-time employees
Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers
Flexible hybrid schedule for eligible positions

The good faith range for this position is $19.00 to $21.00 an hour. This range is an estimate, based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law.

Please note: All candidates will be subject to a pre-employment background check, credit check, and drug test to determine employment eligibility.


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