What are the responsibilities and job description for the Contact Center Associate - Full-Time, Louisville, KY position at L&N Federal Credit Union?
Summary
Reporting to the Contact Center Assistant Manager, this full-time, non-exempt hourly role takes all incoming calls and handles existing and potential credit union member requests to completion in a call-center environment. Associates will give general account information, handle transfers and payments, and resolve member concerns and/or offer products to meet member needs. Contact Center team members use various interactive tools and computer programs to complete member requests and reach out to other departments for solutions or to transfer calls if necessary.
Essential Functions & Responsibilities
1. Provide accurate and complete information on all calls by having a thorough understanding of all products and services offered by L&N Federal Credit Union.
2. Create an exceptional member experience by following all procedures and processes as necessary to ensure accurate and consistent service and using superior phone etiquette and strong interpersonal skills. Meet and exceed all goals.
3. Perform offline duties, to support the overall mission of L&N, such as certificates maintenance, order and maintenance on debit cards and to provide documentation to members concerning any account activity.
4. Respond to member concerns and objections to save the call or prevent closing of accounts or services.
5. Identify and pursue both stated and implied sales opportunities as they arise within the conversation with the member to increase member participation and meet established sales goals and grow the membership.
6. Practice confidentiality where indicated in employee matters and credit union operations.
7. Cooperate and work together as a team with co-workers, demonstrate a positive professional demeanor at all times, maintain a neat work area, and perform other duties as assigned.
8. Assist members with daily needs including, but not limited to, balance transfers, account information, updating addresses/phone numbers, order checks etc.
9. Assist members with disputes and fraud research.
Qualifications and Certifications
• A high school education or GED required.
• 1 to 6 months of related experience required.
• 6 months to 2 years of related experience preferred.
• Multi-lingual capabilities to include Spanish are a plus