Customer Service Representative

2 months ago

Knoxville, Tennessee, United States UT Federal Credit Union Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Contact Center Consultant at UT Federal Credit Union. As a key member of our team, you will be responsible for providing exceptional service to our members, responding to their inquiries, and resolving any issues that may arise.

Key Responsibilities
  • Member Service: Provide friendly, responsive service to all members, cultivating and maintaining positive relationships with members and coworkers.
  • Problem Resolution: Manage complaints, resolve problems, and respond appropriately to contact center inquiries via various communication channels.
  • Product Knowledge: Demonstrate a thorough knowledge and understanding of credit union consumer products and services, including share and share draft accounts, certificates, loan products, credit and debit card services, online/mobile/telephone banking, wire transfers, direct deposits, payroll deductions, and other services as directed.
  • Business Acumen: Demonstrate a basic knowledge and understanding of credit union business products and services and related policies, procedures, rules, and regulations.
  • Transaction Processing: Within established levels of authority, efficiently and accurately process members' financial transactions and perform member account file maintenance.
  • Sales and Referrals: Educate members on appropriate products and services to benefit the member and achieve referral and/or sales goals set forth by the credit union.
  • Confidentiality: Maintain the highest level of confidentiality with all member information.
  • Risk Mitigation: Appropriately mitigate risk through accurately completing member requests for stop payments and member disputes of unauthorized transactions.
  • Support and Collaboration: Provide support to other credit union employees in electronic interfaces, including online and mobile banking.
  • Administrative Tasks: Efficiently and accurately perform beginning of day and end of day duties, such as balancing daily transactions, and prepare and maintain reports as assigned.
  • Professional Development: Actively participate in branch and all-staff meetings to maintain awareness of organizational issues and promotional campaigns, and stay current on policies, procedures, and applicable regulations.
  • Training and Development: Attend training classes to continuously increase job knowledge and overall job performance in order to provide exceptional service to our members.
Requirements
  • Education: High school diploma (or GED); plus 6 months to two years' related experience in a customer/member service, financial institution, or sales environment; or an equivalent combination of education and experience.
  • Language Skills: Ability to read and interpret forms, account entries and transactions, credit union documents, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and construct basic correspondence to communicate professionally with members. Ability to speak effectively by telephone with members or other employees of the organization.
  • MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentages.
  • REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving variables in situations.

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