Customer Service Representative

4 days ago

Wichita, Kansas, United States Wichita Federal Credit Union Full time
Job Title: Contact Center Specialist

At Wichita Federal Credit Union, we are seeking a highly skilled and customer-focused Contact Center Specialist to join our team. As a Contact Center Specialist, you will be responsible for providing exceptional service to our members over the phone, assisting with financial transactions, and identifying products and services that will enhance the member relationship.

Key Responsibilities:
  • Provide service by answering incoming calls and conducting member service transactions over the phone as needed.
  • Receive and process transactions as noted.
  • Provide general credit union information.
  • Cross-sell all credit union services as appropriate.
  • Identify member financial needs and offer products, services, and solutions to meet those needs.
  • Provide excellent member service.
  • Handles mail payments and deposits.
  • Assist other departments when necessary.
  • Assure proper maintenance, cleanliness, and security of work area, desk, equipment, etc.
Performance Expectations:
  • To exceed the established individual goals each month.
  • To meet/exceed credit union service standards, including standards for phone call answer rate.
  • To troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.
  • To provide informed, professional, and accurate service and support to all members and associates.
  • To maintain a dependable record of attendance and timeliness.
  • To maintain a professional, courteous, and friendly atmosphere for members and co-workers.
  • To process online applications and return member calls within a reasonable amount of time as established by the Supervisor.
Requirements:
  • High school graduate.
Desirable Qualifications:
  • At least one year customer service experience.
  • Excellent time management skills.
  • Excellent verbal and written communication skills.
  • Ability to follow up with others regarding information needed or provided.
  • Ability to work independently, self-starter, energetic.
  • Able to handle highly confidential information with discretion.
  • Detail oriented.
  • Able to adhere to tight deadlines.
  • Able to produce high-quality work in an efficient and timely manner.
  • Demonstrate flexibility and adaptability by being able to discern between conflicting priorities and reprioritize as business needs dictate.
  • Embraces change.
Desirable Traits:
  • Professional presence.
  • Punctual, dependable, and cooperative.
  • Possess a positive demeanor and cooperative attitude in relations with members and employees.
  • Communicates with warmth and compassion while keeping the needs of the business as the primary focus.
Physical and Mental Demands:

Physical activities involve those normally associated with working in an office environment: walking, standing, talking, and similar activities.

Vision and hearing requirements, including close vision, ability to distinguish basic colors and/or shades, depth perception ability to adjust focus, ability to hear telephone and/or in-person conversations, and other vision and hearing demands.

Ability to lift objects or exert force in pushing and pulling.

Mental demands, including such requirements as reading documents, analyzing and solving problems, interpreting data or information, using math or mathematical reasoning, learning and applying new information and skills, performing highly detailed work, meeting changing and/or intensive deadlines, constant interruptions, multiple concurrent tasks, and interacting with members/coworkers.

This Job Description is not a complete statement of all duties and responsibilities comprising this position. Wichita Federal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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