What are the responsibilities and job description for the Contact Center Representative position at ACFCU?
ACFCU is looking for a Contact Center Representative to join our team. The hours for this position are 8:30 am to 6:00 pm, Monday through Friday.
Primary Function: To provide the highest quality service to members. Assist members and potential members with telephone requests; respond and resolve problems; provide direct support services to members; and/or connect them with the appropriate staff representative.
Requirements: Excellent member service skills; professional telephone etiquette; ability to speak clearly and distinctly with proper grammar usage; communication, analytical, and problem-solving skills; organized, detail-oriented, and able to handle multiple tasks and priorities; good mathematical and personal computer skills; typing skills of 35-40 wpm; self-directed and self-starter; excellent listening skills; able to remain calm under pressure; able to work in confined area for extended period while answering inbound telephone calls; able to work flexible hours; adaptable to office and operational changes; must maintain a professional manner and appearance. Bilingual is a plus!
Essential Duties and Responsibilities include, but are not limited to, the following:
1. Answer incoming calls, determine the member's needs, and verify the identity, minimizing the member’s time and effort in resolving their questions.
2. Performs teller functions over the phone for members (e.g., transferring funds between accounts and/or loans, stop payments and wire transfers, closing and reordering debit cards, providing balances and transaction history, reissue and reset pin numbers, address changes, etc.) to assure members' needs are addressed in a polite and friendly manner.
3. Must be able to multitask and assist members over the phone, chat inquiries, and/or email.
4. Identify products/services that might benefit members and provide information.
5. Assist other departments and branches with transactions as needed.
6. Maintain member account information as needed.
7. Must follow all policies and procedures.
8. Perform other duties as assigned
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Schedule:
- Monday to Friday
Experience:
- Customer service: 1 year (Preferred)
- Call center: 1 year (Preferred)
Work Location: In person