Contact Center Representative

We are looking for a Contact Center Representative to join our team

At OnPath Federal Credit Union, we share a passion for delivering exceptional service. If you thrive in an environment with team members who truly enjoy what they do, and you are driven and motivated to succeed, then OnPath is the place for you

Voted eight years in a row as one of the Top 40 Places to Work by the Times Picayune, we offer:

• Competitive Compensation
• Impressive Benefits Package including Medical, Dental, Life Insurance, and 401(K) Plan
• Paid Vacation and Sick Time, and more

Interested? Become part of the OnPath team that believes exceptional service defines the core of who we are.

The Contact Center Representative's hourly rate is $15.50/hr. - $19/hr. based on skills, experience and responsibilities, with the potential to grow in the organization.

As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that, in partnership with the surrounding departments, provides cost effective financial services for the benefit of our members who are our primary focus. Our core values are what make us E.P.I.I.C. We are Empathetic to the vast situations and needs of our member's and to each other. We are Passionate about the financial growth and success of our members. We are Innovative in our ideas and goals to remain at the top of our class in financial services. Our Integrity is not an option. We require our employees to be honest and have strong moral principles. We are Committed to our promise to be the best financial advocates for our members and the communities we serve.

Role:

The Contact Center Representative role is an exceptional opportunity for the right person. They are responsible for handling a variety of member service calls in a prompt and courteous manner. They resolve member questions and problems regarding accounts, orders, payments, products, and services. They complete and maintain related reports, records, and files. They cross-sell products and services and support all functions within the Contact Center.

Major Duties and Responsibilities:

• Receives member telephone calls in a professional manner. Answers questions and solves problems from members by listening, collecting data, securing answers, and reporting results to the inquiring party.
• Actively promote and cross-sell credit union products and services by recognizing member needs and matching services and products. Keeps members informed of Credit Union services and policies, including types of available accounts, interest rates, payroll options, and other related services.
• Presents and explains Credit Union services and products to members and assists in meeting their financial needs. Ensures members' requests and questions are promptly resolved. Maintains the privacy of member account information.
• Performs member transactions, file maintenance and account changes as needed adhering to Credit Union policies and procedures. Completes required reports and records accurately and promptly.
• Good communication and coordination exist with co-workers, management, and directors.
• Uphold confidentiality and discretion at all times. Ensures the Credit Union's quality reputation is maintained and projected.
• Clerical support functions are well coordinated, directed, and efficient. Has the ability to work without constant supervision.
• Attendance record is good and complies with policy.
• Performance goals are met, and marketing promotions are supported.
• Grooming and appearance are professional and appropriate and complies with Uniform Policy.

Knowledge and Skills

Experience:
Six months to two years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses:
High school education or GED

Interpersonal Skills:
Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

Other Skills:

Must be able to routinely perform work in a remote environment that meets the Telecommuting & Remote Access Standards. Proficiency in computer applications and other business equipment. Must have the ability to learn new programs and work in a professional manner. Must be able to work quickly, independently and accurately. Must have excellent written and oral communication skills. Ability to perform non-complex arithmetic calculations (addition, subtraction, multiplication, division, percentages).

ADA Requirements

Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel including the use of a computer keyboard; reach with hands and arms; talk, convey detailed or important instructions or ideas accurately, loudly, or quickly; and hear, including the use of a telephone. The employee is frequently required to walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include color and texture perception, as well as the ability to adjust focus.

Working Conditions:
Must be able to routinely perform work indoors in climate-controlled shared work area. The noise level in the work environment is usually moderate.

Mental and/or Emotional Requirements:

Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.

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