Position Description
Call Center Representative
POSITION SUMMARY:
The ideal candidate will possess the following traits:
1. Provides exceptional member service on the phone with a friendly and professional demeanor (skilled at building rapport and genuinely enjoys helping people)
2. Demonstrates responsibility for providing timely and accurate information, responses and decisions to internal and external members. Accurately and efficiently performs transactions and member requests.
3. Consistently demonstrates the ability to think independently, outside the box, by effectively responding to each individual member’s unique situation. Answers inquires, process transactions, and provide problem resolution (this included connecting them with the member service representative that will further assist them).
4. Maintain complete and current knowledge of the credit union’s products, procedures, and regulatory compliance issues to provide consistent and accurate member assistance.
5. Provides feedback to management of critical issues, interest, and concerns of members to support on-going efforts to improve service and products.
6. Strong computer and typing skills, able to quickly learn programs and software and navigate fast and efficient.
COMPETENCIES
1. Member Service – Demonstrates an unsurpassed commitment to exceptional member service. Views situations from the member’s perspective to effectively respond to their needs and concerns.
2. Initiative – A motivated self-starter who measures self against standards of excellence.
3. Accountability –Willingly accepts and embraces constructive coaching and feedback as needed. Assesses own strengths and weaknesses.
4. Effective Communication – Uses clear and simple language to communicate information and decisions to internal and external members. Explains recommendations, products and services in ways members can easily understand.
Demonstrates sensitivity to cultural and gender differences.
5. Teamwork – Builds rapport with fellow teammates and credit union staff. Fosters a spirit of cooperation to ensure the success of the team.
6. Technologically Astute – Demonstrates the ability to use technology to effectively and efficiently perform job functions.
7. Learning Orientation – Actively participates in and completes all ongoing required training. Willingly adapts to changes in work environment. Participates in self- development programs.
PHYSICAL DEMANDS
The physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to use hands, talk and hear. The employee is occasionally required to sit and stand. The employee is frequently required to walk and reach with hands and arms.
EDUCATION AND EXPERIENCE
High School Diploma or GED required. Prefer a minimum of two years customer service experience. One year of experience is a sales environment preferred. Excellent sales, interpersonal, oral and written communication skills required.
Job Type: Full-time
Pay: $20.00 - $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- AD&D insurance
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Tuition reimbursement
- Vision insurance
- Work from home
Schedule:
Experience:
- Banking: 2 years (Required)
- Call Center: 1 year (Preferred)
Work Location: In person