Contact Center Representative 2

Key Responsibilities Consistently resolve customer issues on the first contact, demonstrating superior problem-solving skills and product knowledge. Ability to handle complex or unique inquiries without the need for escalation. Assist fellow Contact Center Representatives with member questions, concerns, or complaints in a professional manner in accordance with SFCU's standards of quality service. Proactively identify and effectively cross-sell credit union products and services to members, enhancing their financial well-being and contributing to the credit union's growth. Demonstrate a high degree of proficiency in managing and updating member account information within multiple systems. Ensure data accuracy, adhering to compliance standards, and utilizing advanced system functionalities to support optimal member service. Participate in special assignments and projects as requested by management. Assist in the Virtual Branch as needed, cross training for the ability to answer chats, open new accounts and process loan applications online when needed. Employ effective communication, empathy, and active listening skills to enhance the member experience. Perform other related duties as assigned. Knowledge, Skills and Abilities Required Qualifications One year to three years of similar or related experience. A high school education or GED. Efficiently manage multiple tasks simultaneously, such as handling various member interactions across different channels. Proficiency in utilizing advanced technologies, including CRM systems and AI tools. SFCU is an equal opportunity employer. It is the policy of SFCU to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, creed, gender, marital status, sexual orientation, national origin, or citizenship, age, genetic predisposition or carrier status, gender identity or expression, disability, military or veteran status, sexual or reproductive health decisions, traits historically associated with race and/or any other status or characteristic protected by law. Here at SFCU we define our culture as one of GROWTH . Growing our member , growing our employee , and growing our organization . The Contact Center Representative serves as the initial point of contact for members, delivering exceptional service through phone and email interactions. This role involves addressing inquiries, processing transactions, and solving issues with a first-time resolution mindset. Also providing guidance on digital banking tools, promoting and cross selling credit union products and services to enhance member satisfaction and support organizational growth. Contact Center Representative 2 3.5 3.5 out of 5 stars 16 South Main Street, Bainbridge, NY 13733 $22.30 - $27.87 an hour - Full-time Sidney Federal Credit Union 22 reviews $22.30 - $27.87 an hour - Full-time Key Responsibilities Consistently resolve customer issues on the first contact, demonstrating superior problem-solving skills and product knowledge. Ability to handle complex or unique inquiries without the need for escalation. Assist fellow Contact Center Representatives with member questions, concerns, or complaints in a professional manner in accordance with SFCU's standards of quality service. Proactively identify and effectively cross-sell credit union products and services to members, enhancing their financial well-being and contributing to the credit union's growth. Demonstrate a high degree of proficiency in managing and updating member account information within multiple systems. Ensure data accuracy, adhering to compliance standards, and utilizing advanced system functionalities to support optimal member service. Participate in special assignments and projects as requested by management. Assist in the Virtual Branch as needed, cross training for the ability to answer chats, open new accounts and process loan applications online when needed. Employ effective communication, empathy, and active listening skills to enhance the member experience. Perform other related duties as assigned. Knowledge, Skills and Abilities Required Qualifications One year to three years of similar or related experience. A high school education or GED. Efficiently manage multiple tasks simultaneously, such as handling various member interactions across different channels. Proficiency in utilizing advanced technologies, including CRM systems and AI tools. SFCU is an equal opportunity employer. It is the policy of SFCU to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to race, color, religion, creed, gender, marital status, sexual orientation, national origin, or citizenship, age, genetic predisposition or carrier status, gender identity or expression, disability, military or veteran status, sexual or reproductive health decisions, traits historically associated with race and/or any other status or characteristic protected by law. Here at SFCU we define our culture as one of GROWTH . Growing our member , growing our employee , and growing our organization . The Contact Center Representative serves as the initial point of contact for members, delivering exceptional service through phone and email interactions. This role involves addressing inquiries, processing transactions, and solving issues with a first-time resolution mindset. Also providing guidance on digital banking tools, promoting and cross selling credit union products and services to enhance member satisfaction and support organizational growth.