JOB DESCRIPTION POSITION

CONTACT

CENTER REPRESENTATIVE REPORTS TO

:

CONTACT CENTER SUPERVISOR STATUS

:

NON-EXEMPT QUALIFICATIONS/SKILLS

: High School Diploma required Good communication and interpersonal skills Strong attention to detail and organizational skills Strong math and keyboarding skills Good analytical and problem solving skills Positive attitude and team work skills Good computer skills

BASIC FUNCTIONS

To assist members through electronic and other non-face-to-face mediums. Interviews and interacts with members and potential members via phone, e-mail and other electronic platforms as appropriate regarding credit union services, member eligibility, benefits and etc.

DUTIES AND RESPONSIBILITIES

: Navigate multiple systems to professionally perform complex service tasks by answering and returning phone and email messages with a high degree of accuracy and speed in a high-volume, fast-paced contact center environment. Service tasks include, but are not limited to, assisting with account inquiries, requests, research, maintenance, disputes and non-monetary transactions, as well as conducting other service related functions. Provide information such as loan and deposit rates, payoff amount and direct deposit details. Appropriately handle member complaints and professionally resolve problems. Efficiently process and monitor remote deposits. Meet or exceed established performance goals and operational standards. Engage in relationship building discussions with members to identify financial needs. Maintain in-depth product and service knowledge in order to refer products and services that best fit the members' needs. Assist members with various online products and services offered; including ARU, Eltropy and etc. Properly verify members' identification and ensure confidentiality of members' information. Actively participate in training activities, coaching sessions, and meetings. Support and promote teamwork among all areas of the credit union. Serve as Bill Pay and Netbranch Admin to appropriately meet member needs. Provide card services support including ordering, blocking, adding alerts, troubleshooting and researching. Sort and handle all incoming mail including following returned mail procedures. Scan documents following GKCU scanning schedule. Assist with printing and mailing member notices. Help in creating and updating contact center procedures. All other duties and responsibilities as assigned.

PHYSICAL ACTIVITIES AND REQUIREMENTS

: Duties include typing, writing, etc. Ability to speak accurately and clearly over the phone. Able to hear average or normal conversations and receive ordinary information. Average, ordinary visual acuity necessary to prepare or inspect documents. Sedentary work, sitting most of the time.

WORKING CONDITIONS

: Occasional travel may be required. Work is performed indoors with minimum levels of noise. The above list reflects general details considered necessary to describe the principal function of the job identified and should not be considered as a detailed description of all work requirements that may be inherent in this job.