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Call Center Representative
3 months ago
Job Description General Summary: 100% IN OFFICE POSITION This position will be the liaison between First Financial and its current and potential members carried out via telephone and chat rather than in person. This position requires a pleasant, professional, outgoing, friendly attitude and confident manner. The ability to accept ownership for effectively resolving member issues, complaints and inquiries keeping member satisfaction at the core of every decision and behavior. Job Responsibilities: Comply and follow all Credit Union compliance regulations. Handle large volume of inbound and outbound calls in a timely manner and transfer sale leads to the appropriate staff member for assistance. Answer inquiries by clarifying desired information; researching, locating and providing information. Resolve problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems to management. Evaluate needs of members and offer appropriate financial products and services. Seize the opportunity to sell additional services to our members by recognizing the member’s needs for a product and explaining the features. Ask probing questions, understand concerns, and overcome objections. Basic research of accounts to resolve any discrepancies. Assist members in setting-up distributions of payroll and direct deposit via the mail. Maintain the Credit Union's database by updating all member information. Assist members with any technical issues that they may experience with online banking, Debit/ATM and escalate the issue to the appropriate department. Keep equipment operational by following established procedures (reporting malfunctions). Process all mail. Update job knowledge by participating in educational opportunities. Enhance organizational reputation by accepting ownership for accomplishing new and different requests. Perform all other job duties as assigned. Qualifications: Superior customer service and excellent listening skills. Strong work ethic and self-starter able to effectively manage multiple priorities and adapt to change within a fast-paced business environment. Ability to multi-task – answer calls and respond to internet messages. Requires full knowledge of credit union products and services preferred. High level of interpersonal skills. Good reasoning ability/problem solving skills. Solid math skills - able to compute rate, ratio, and percentages. Team-oriented - contributes to building a positive team spirit. Speaks clearly and has strong phone and verbal communication skills along with active listening. Good computer skills – able to learn new programs/systems. HS/GED and 2 yrs related experience in banking preferred but will consider call center experience in other fields of business. Must be available to work Saturdays. Additional Information: As a First Financial employee, you'll enjoy a challenging work environment. We offer a great benefits package including Medical, Dental, Rx, Vision, Life Ins., Retirement Plans, Vacation, Sick and Personal. All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr
