Job Openings: Contact Center Agent
|Location of Position:||Sharon|
Under the direction of the Contact Center Manager, demonstrates a broad understanding of deposit and consumer loan products and services and to perform various duties related to account opening, origination of consumer loans, accurately & efficiently processing member data, and a full understanding of the services offered by the Credit Union, more specifically, electronic and digital products. Builds member relationships with an emphasis on financial education, through knowledge and understanding of all credit union products & services. Quality of the work and level of productivity is within an acceptable range for the department and corresponds to level of experience; adheres to established policies and procedures. Supports the Credit Union’s Core Values and Vision Statement with a focus on service, quality, efficiency, and teamwork.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Assists the Contact Center in meeting or exceeding its abandon call rate and longest average wait time metrics; strives for first call resolution to support service expectations.
Actively engages in the relationship building process by identifying potential financial needs for members and makes appropriate referrals of products & services such as: savings, checking, credit/debit cards, internet/mobile banking, consumer loan products, etc.
Understands and maintains a working knowledge on all credit union deposit and loan products and can identify appropriate products to best meet member needs.
Performs routine transactions such as account opening, initial loan application inquiries up to originating consumer loan applications, basic deposit/loan transactions accurately and efficiently; reconciling daily work and assists in balancing the department at the end of the day.
Responsible for resolving members issues/concerns with various products & services, such as Debit/Credit Cards and Online Banking/Bill Pay, using appropriate tools/resources.
Collaborates effectively with team members to maintain high quality member service and efficient department operation; establishes and maintains a good working relationship with all credit union personnel.
Conducts business in a professional manner, always using a pleasant tone to greet the member.
Takes responsibility for promptly addressing member questions/concerns, that come in through all delivery channels, and refers issues that exceed authority to appropriate personnel.
Adheres to all Member Service Center processes, procedures, and compliance regulations including member identification/authentication procedures and confidentiality policies.
Understands and supports contact center goals/metrics that are used to measure success.
Participates in department and/or organizational projects as directed.
Performs related and unrelated duties as assigned and therefore required.
To perform the job successfully, the individual must be organized and detail oriented and should demonstrate the following competencies:
Problem solving – the individual will demonstrate good judgment, problem solving, and decision-making skills; be able to apply knowledge and experience to seek solutions and solve problems; will resolve problems in a timely manner, gather and review information, make recommendations for possible solution, and escalate issues following proper channels.
Member service – the individual will take responsibility and ownership for servicing members; will respond promptly to member needs, solicit member feedback to improve service, and build rapport during all interactions and communications; will resolve issues with minimal direction, and handle difficult or emotional member situations in a positive manner.
Accountability – the individual is self- motivated, will take initiative, and perform work with minimal direction; be able to manage, organize and prioritize work to ensure its completion in a timely manner, that deadlines are adhered to, and department productivity is maintained.
EDUCATION and/or EXPERIENCE High School Diploma or GED plus specialize coursework; 2-4 years of related experience; or equivalent combination of education and experience. Ability to cross-sell credit union products is also required. Strong member relations and effective communication are essential.
How to Apply
If it is more convenient you may also complete and print an employment application and submit along with a copy of your resume to SCU Credit Union in person or by mail to:
SCU Credit Union
1300 Belmont Street
Brockton, MA 02301