Contact Center Representative

Primary Purpose:

The Contact Center Representative will assist members that interact with the credit union using means other than face to face interaction. This includes member phone calls, emails, social media or website inquiries as well as assisting members visiting one of our ITM machines. They will help offer financial solutions and answer any questions regarding accounts, products and services all while providing excellent member service. Primary Duties Member Support

• Respond to members' questions and concerns regarding financial solutions such as making transfers, payments, balance inquiries, and quoting loan payoffs.
• Assist members with access to financial products such as online banking, mobile banking, Audio teller, and estatements.
• Perform non-cash transactions via phone and/or other means of communication for members to alleviate and assist tellers in accordance with the policies and procedures for Members Choice Credit Union. Staff Support
• Works directly with staff to direct and transfer calls to quickly resolve member requests outside the knowledge, expertise, and operational guidelines of the call center representative.
• Ensure proper call-flow and report any irregularities to the supervising manager. Other Duties
• Develop procedures to organize and implement better strategies for increasing members service and communication.
• Serve as primary contact for ITM support, including but not limited to calling in ITM service or machine replenishment, resolving any balancing issues as required and monitoring transaction volume to coordinate staffing.
• Any other duties and/or tasks within the Front Office Department as assigned by management. Knowledge and Experience
• The position requires a high school education or its equivalent.

The incumbent must have good organizational skills, with an ability to work with a broad range of people. The incumbent should have computer skills including, but not limited to basic computer skills, log-keeping, scanning, printing, and using credit union processing software. The ability to understand the importance of and maintaining a proper filing system is essential. The incumbent must adhere to all policies and procedures within Members Choice Credit Union. Environment

• The incumbent works in a normal office environment
• The incumbent must keep a clean and secure work environment
• The incumbent is expected to be able to lift up to 50 pounds with assistance, if feasible.

Background & Credit Check and Drug screening required prior to employment. Full-time benefits include Pension, Health Insurance, Dental and Vision with

HSA Account, Flexible Vacation and PTO, Life Insurance Job Type:

Full-time Pay:

$18.95 per hour

Benefits:

Dental insurance Health insurance Health savings account Life insurance Paid time off Paid training Retirement plan Vision insurance

Experience:

Cash handling: 1 year (Preferred)

Banking:

1 year (Preferred) Customer service: 1 year (Preferred) Ability to

Relocate:

Ashland, KY 41101: Relocate before starting work (Required)

Work Location:

In person