Contact Center Representative
5 months ago
Role: Accommodate member needs via telephone, fax, and email request including loans and account services. Cross sell FSCU services and products.
Essential Functions & Responsibilities:
- Provide accurate, courteous, friendly, timely, and professional service to all members and potential members. Answering telephone immediately and responding to correspondence within one business day.
- Identifies cross-sell opportunities and cross-sells services to members.
- Maintains member account information on computer system.
- Assures that appropriate records are maintained and required reports are prepared.
- Other job duties as assigned.
Performance Measurements:
- To provide accurate, courteous, friendly, timely, and professional phone service to all members and potential members. Answering telephone immediately and responding to correspondence within one day.
- To process member transactions with zero errors.
- To maintain a professional appearance and atmosphere for the department.
- Provide financial information to members and potential members either by mail, telephone, or email. Identify cross-sell opportunities and cross-sells services to members.
- Expected to be in attendance during the time scheduled per week.
Knowledge and Skills:
Experience - One month to twelve months of similar or related experience.
Education - A high school education or GED.
Interpersonal Skills - Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills - Must possess excellent verbal communication skills. Must be proficient in Microsoft Office products, including but not limited to Word, Excel, email and Outlook. Ability to handle multiple projects simultaneously and work with limited supervision, exercising own initiative and judgment. Strong organizational skills. Strong attention to detail and follow through. Must have a proactive attitude toward members, supervisors, co-workers and the credit union
Physical Requirements - While performing the duties of the job, the employee is regularly required to:
-position self to move about the work area
-reach, grab, sort
-communicate in person and via telephone with others
-identify and recognize small font communication
-ability to transport a minimum of 10 pounds
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