What are the responsibilities and job description for the Contact Center Representative position at Credit Union of Georgia?
Description
Are you looking for a rewarding career with an organization that puts people first? Credit Union of Georgia is looking for a talented Contact Center Representative to help our busy and growing Contact Center.
The Contact Center Representative provides exceptional support and service to members and potential members with their telephone and online requests; explains products and services, responds to problems, and directs phone calls to the appropriate area, loan and account services, assistance opening or troubleshooting any Credit Union account, product, service or consumer loan offered by Credit Union of Georgia.
Major Duties and Responsibilities
- Responsible for upholding and adhering to Credit Union of Georgia brand standards including following all of the steps of our unique member journEASE experience and to Engage, Ask, Solve and Excite and deliver top level member service every time.
- Accurately and efficiently performs routine member transactions on member accounts, including but not limited to loan payments, transfers, assists with online banking problems like resetting passwords or troubleshooting account problems etc.
- Assists members with closing accounts. Answers member questions, seeks solutions to answer member needs and to resolve problems.
- Process wire requests.
- Understands when to seek assistance from supervisors along with providing their own recommendations.
- Completes training assignments and attends assigned training sessions timely and with a satisfactory outcome.
- Abides by, and maintains current and thorough knowledge of Credit Union policies and procedures.
- Cross sells and presents the features and benefits of Credit Union products and services. Looks for opportunities to deepen the CU relationship with each member by creating referrals for the Credit Union Auto Buying Service, mortgages, or Member’s Financial Services. Maintains awareness of the goals established for the branch, and for the Credit Union.
- Ensures that they are thoroughly familiar and compliant with all State and Federal laws, and regulations. This includes maintaining as current any personal certifications or registries as applicable, and as required by law and staying compliant with the S.A.F.E. Act, BSA, and all other applicable laws and regulations.
- Maintains member account information in Symitar; ensuring that loan notes and other member information is notated as required.
- Abides by, and maintains current and thorough knowledge of Credit Union policies and procedures.
- Completes all assigned training assignments within designated timeframe.
- Other duties as assigned by manager.
Requirements
Experience
Six months to two years of similar or related experience in bank or credit union, including time spent in preparatory positions.
Bilingual- Spanish & English
Education, Certifications, and Licenses
High school degree or GED required.
Interpersonal Skills
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.
Credit Union of Georgia is an equal opportunity employer.
No phone calls please.