Contact Center Representative I

POSITION TITLE

Contact Center Representative

I REPORTS TO

Contact Center Manager

JOB GRADE

N6

PAY RANGE:

$20.51/hour - $30.77/hour, Non-Exempt Dependent on experience Position Summary Demonstrate a high level of member service by supporting multiple contact channels, primarily via telephone. Under general supervision of the Contact Center Manager, and in conformance with established policies and regulations, match credit union products and services to member needs.

Duties and Responsibilities Phone Center :

Assist members over the telephone by processing transactions and providing information on Credit Union products and services Help resolve member questions and account issues through research and follow up Advocate for our members and be willing to escalate calls or solicit help when needed Deliver excellent member service in an efficient and professional manner Maintain confidentiality of member and credit union records Recognize red flags and inconsistencies during member interactions Demonstrate empathy on each member engagement Meet individual goals while contributing to Contact Center objectives Understands and follows the CU's BSA-AML compliance program including but not limited to: Filing Currency Transaction Reports Filing Suspicious Activity Reports Conducting OFAC checks in accordance with the CU's OFAC screening procedures Perform member transactions with a high level of accuracy Process mail deposits/payments, account closure requests, and perform account maintenance such as address changes, ordering ATM/debit cards, check orders, etc. Perform job functions of University Branch Member Service Representative, as needed Performs other duties as assigned Helps with branch's assigned collateral duties

Additional Responsibilities:

When needed, perform Member Service Representative job functions at University Branch including, teller transactions, loan fundings, account maintenance, vault and ATM balancing, and member follow up Education/Experience Requirements High School diploma or equivalent 6 months to 1 year financial institution experience preferred Ability to operate computer terminal and general office equipment Excellent member service and sales skills Type 20 wpm Strong interpersonal communication & problem-solving skills Balancing and transaction accuracy Working Conditions/Physical Demands Works in an office environment, requiring the use of office equipment, such as personal computers. May be required to travel to other offices when additional staffing coverage is needed.