Contact Center Consultant

POSITION SUMMARY:

Responsible for handling and resolving a variety of basic member service calls including but not limited to, account statements, account balance, payments, transfers, and password resets, in a prompt and courteous manner. Completes and maintains related reports, records, and files. Cross sells Credit Union services and supports all functions within the Contact Center.

ESSENTIAL FUNCTIONS:

• Receive and handle member telephone questions and complaints in a professional manner
• Provide general information to members on Credit Union policies, procedures, and programs
• Provide basic information to members on accounts, payments, interest rates, loan options, and savings programs
• Perform basic maintenance functions for loan payments
• Provide accurate and complete information about Credit Union products and services to members
• Maintain and convey the Credit Union's professional reputation
• Support the organization through strict adherence to attendance and punctuality policies/guidelines
• Maintain good business relationships with members. Member problems and complaints are promptly and professionally addressed and resolved.
• Ensure Member Contact Center Representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures
• Keeps supervisor informed of area activities and significant problems
• Maintain good working relationships and coordination with department personnel and management
• Provide appropriate assistance to department staff as needed
• Assists other Credit Union departments as necessary
• Performs related clerical duties as needed
• Process ACH loan payments
• Maintain office supply inventory and order when needed
• Distribute incoming mail for the department
• Actively and professionally cross sells Credit Union services
• Maintain goals of the Contact Center to include phone quality, calls per hour, availability, talk time, and handle ratio

QUALIFICATIONS

EDUCATION/CERTIFICATION:

• High School Diploma or GED

REQUIRED KNOWLEDGE:

• General knowledge of Credit Union policies and procedures
• Basic understanding of loans, payment processes, and interest rates

EXPERIENCE REQUIRED:

• Six months of experience in customer service or Contact Center environment

SKILLS/ABILITIES:

• Excellent verbal and written communication and member/customer service skills
• Ability to work well under pressure with a positive and professional demeanor
• Ability to use a personal computer and related software applications including Microsoft Word and Excel
• Solid math skills and bookkeeping abilities
• Problem analysis and problem solving
• Able to read,write and comprehend instructions, memos and correspondences