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The Contact Center Representative is a key role in the Member Services Resource Center that is in direct contact with our membership via phone or online chat. This position is ideal for individuals who thrive in fast-paced environments with minimal oversight.
Key Responsibilities
Team Members in this role perform transactions and inquiries on members' accounts in accordance with current practices while ensuring their information and transactions are kept confidential. They eliminate friction points in the member experience by informing members of self-service options, requiring patience, attention to detail, and excellent communication skills. Providing accurate information to members regarding card services and account inquiries ensures all team members are creating business need and value by acting in the best interest of the membership while adhering to required regulations such as Reg CC, Bank Secrecy Act, OFAC, Patriot Act, Reg E, Reg DD on a daily basis.
Requirements
This is an entry-level position that requires basic transaction and payment knowledge, provides general information on self-service options, and routine member interaction. The ideal candidate will have a professional, enthusiastic voice, knowledge of office procedures and equipment, and exceptional organizational and communication skills. They will also be able to maintain composure and a positive attitude at all times, and have basic knowledge of loans, types, and purposes.
Education and Experience
A high school diploma or equivalent is required, with a college degree and/or business school courses preferred. Experience in telephone customer service is also preferred.
