What are the responsibilities and job description for the Contact Center Representative position at PHEPLE Federal Credit Union?
Contact Center Representative
Grade: 4
Min $11.9582
Mid $14.9477
Max $17.9372
Role:
To assist members and potential members with their telephone, email, chat, text, and online requests in regards to their account and/or debit or credit card; educate and explain credit union products and services, research and problem resolution and direct phone calls to the appropriate area.
Job Description:
Knowledge and Skills Experience (2) One month to twelve months of similar or related experience.
Education (2) A high school education or GED.
Managerial Responsibility (1) This role has no supervisory/managerial responsibilities.
Interpersonal Skills (2) Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.
Problem Solving Independent Judgment (2) Procedures, job standards, and specific policies direct most decisions and actions. Minimal room for discretion. Actions are usually limited to choosing between two or three known options.
Mental Aptitude (2) Daily responsibilities are relatively simple in nature, requiring some analysis or research to determine the best solution. Role requires job/ industry-specific training and may require practical application for competence. Works within existing procedures and structured work assignments.
Accountability Organizational Authority (1) Has little or no noticeable authority to make decisions that could impact overall organizational goals and/or objectives. The impact of the job would generally have an effect on the service or product which an individual member would receive. Does not have budgetary responsibilities and is not authorized to make decisions that would commit or jeopardize company assets.
Organizational Restraint (2) Moderate supervision and inspection of work. Errors require minimal research to detect and resolve. Policies and procedures limit the potential for a mistake. Loss of time is generally the greatest concern with minimal financial losses.
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