Contact Center Representative

2 weeks ago

Lansing, Michigan, United States CASE Credit Union Full time
Job Title: Contact Center Specialist

At CASE Credit Union, we are seeking a highly skilled and professional Contact Center Specialist to join our team. As a Contact Center Specialist, you will be responsible for providing exceptional member service and maintaining strong relationships with our members over the phone.

Key Responsibilities:
  • Respond to member telephone calls and assist with information requests.
  • Courteously and promptly resolve member problems, or refer them to appropriate personnel.
  • Actively cross-sell Credit Union products and services.
  • Complete related records, reports, and documentation.
  • Perform miscellaneous maintenance duties as required.
Essential Functions and Basic Duties:
  • Assume responsibility for the effective and professional completion of Contact Center Representative functions.
  • Provide detailed information to members on Credit Union policies, procedures, and programs.
  • Provide detailed information to members on accounts, payments, interest rates, blue book estimates, loan options, and savings programs.
  • Perform account maintenance functions and automatic transfers for loan payments.
  • Open and close accounts, order checks for members' accounts, and receive payroll deduction and authorization forms.
  • Answer questions and solve problems for members by listening to problems, collecting data, and reporting results to the inquiring member.
  • Receive and direct members and telephone calls, respond to inquiries and questions if possible or direct them as necessary, and record and relay messages.
  • Perform address changes, name changes, and suffix type changes as needed.
  • Keep members informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, and other related services.
  • Maintain and project the Credit Union's professional reputation and maintain privacy of member account information.
  • Actively cross-sell Credit Union products and services.
Requirements:
  • High school graduate or equivalent.
  • Basic understanding of financial institution operations.
  • Good communication skills.
  • Professional appearance, dress, and attitude.
  • Good math skills.
  • Ability to operate related computer applications and business equipment.

We offer a competitive salary and benefits package. If you are a motivated and customer-focused individual who is passionate about delivering exceptional member service, we encourage you to apply for this exciting opportunity.

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