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Contact Center Representative

2 months ago

Norcross, Georgia, United States Associated Credit Union Full time
Contact Center Representative Job Description

Associated Credit Union is seeking a highly skilled Contact Center Representative to join our team. As a Contact Center Representative, you will be responsible for providing exceptional customer service to our members through various communication channels.

Key Responsibilities:
  • Handle incoming calls and respond to member inquiries in a professional and courteous manner.
  • Conduct transactions, including withdrawals, transfers, and loan payments, while ensuring accuracy and attention to detail.
  • Balance payment history information with the member, review findings, and identify corrections needed.
  • Start/stop ACH recurring payments, force return, stop payments, and skip a payment.
  • Handle exceptions, such as fee refunds and releasing check holds.
  • Update contact information, including address, email, and phone numbers.
  • Online Banking password resets.
  • Educate members on our products and services.
  • Handle member questions with professionalism and seamlessly direct escalated questions to management staff.
Requirements:
  • High school graduate or equivalent.
  • Minimum one-year experience in banking, auto financing, sales, or other role that involves member service.
  • Bi-lingual in English/Spanish is a plus.
Performance Metrics:
  • Handle 900 calls per month with a transfer rate under 20%, requeued number of calls under 15, and 50% or higher ACD.
  • Handle member questions with professionalism and seamlessly direct escalated questions to management staff.
  • Predict, recognize, and define problems, and generate timely and meaningful solutions.
  • Observed attitude and demeanor.
  • Proactive action in suggesting products or services that benefit our members' financial needs.

This job description is not intended to provide an all-inclusive listing of related job activities. Management may request the incumbent to perform other related activities in place of or in addition to those representative activities noted in this job description.