Contact Center Representative I

TITLE: CONTACT CENTER REPRESENTATIVE I

STATUS: NON-EXEMPT

DEPARTMENT: CONTACT CENTER

REPORTS TO: DEPARTMENT MANAGER

PAY SCALE: $21.00 TO $26.00 PER HOUR

We are seeking a candidate who enjoys being of service to customers, possesses excellent communication skills and has the ability to cross-sell products and services for our Contact Center Representative I position in downtown Sacramento. This position is responsible for providing a broad range of products and services to members via inbound telephone contact. Under general supervision, assists members with loans, secure emails, chats, webforms, other financial service inquiries, cross sells products and services to increase the number of member relationships and member households. This position requires knowledge of credit union products, services, practices, rules and regulations, and a proven sales ability, along with extreme flexibility to meet business needs as they arise.

Our Contact Center Representatives are scheduled to work every other Saturday. When assigned a Saturday shift, they will receive a weekday off in return. The selected individual will be scheduled to work a 37/40-hour schedule as follows (rotating quarterly between Schedule A and Schedule B):

Schedule A (8:30am - 5:30pm)

Monday 8:30 am – 5:30 pm

Tuesday 8:30 am – 5:30 pm (rotating Saturday off during the week)

Wednesday 8:30 am – 5:30 pm (rotating Saturday off during the week)

Thursday 8:30 am - 5:30 pm

Friday 8:30 am – 5:30 pm (rotating Saturday off during the week)

Saturday 8:55 am - 2:00 pm (rotating Tuesday, Wednesday or Friday off during the week)

Schedule B (9:00am - 6:00pm)

Monday 9:00 am – 6:00 pm

Tuesday 9:00 am – 6:00 pm (rotating Saturday off during the week)

Wednesday 9:00 am – 6:00 pm (rotating Saturday off during the week)

Thursday 9:00 am – 6:00 pm

Friday 9:00 am – 6:00 pm (rotating Saturday off during the week)

Saturday 8:55 am - 2:00 pm (rotating Tuesday, Wednesday or Friday off during the week)

RESPONSIBILITIES AND DUTIES:

• Identify the financial needs of the member and suggest Credit Union solutions. Refer member to
• • Responds to member inquiries and provides resolution via member service emails, web forms, Secure email, and CHAT. Services and products include loans, online banking, credit cards, deposit accounts, check orders, payments by phone, bill pay, certificates of deposit, voice banking, fee reversals and processing other member requests.
  • Collects and submits loan applications and product referrals.
  • Assist TPMG membership with loan application process during enrollment months. Explain products, receive applications and input into loan origination software, notify member when approved, and process required paperwork. Fund and wire loans to Kaiser Permanente Medical group. Assist Kaiser Permanente with payoff demands.
  • Identify the financial needs of the members and suggest Credit Union solutions; refers members to designated staff for assistance.
  • Processes updates to member status, telephone numbers, addresses and other pertinent information.
  • Investigates and responds to member inquiries and concerns. Performs transactions for members.
  • Promotes cross-selling of products and services; refers Member to other staff for sales and processing as needed.
  • Sets up periodic payments. Initiates payroll set-ups, changes, or deletions.
  • Responds to secure emails, general member service emails, web forms, and real time chats.
  • Adheres to SCU’s Bank Secrecy Act and Money Laundering policies and procedures.
  • Completes and achieves an acceptable score on SCU’s annual product assessment.
  • Consistently maintains established quality observations score.
  • Maintains effective communication and working relationships with all members and co- workers.
  • Maintains good attendance record, as this is required as an essential function.
• Performs other related duties as assigned.

NECESSARY QUALIFICATIONS:

• High School Diploma or G.E.D.
• One year work experience in a customer service inbound contact center.
• One year of banking/credit union experience.
• Demonstrated ability to improve our members’ financial well-being via timely and relevant cross-sells.
• General knowledge of credit union products and services, policies, procedures, laws and regulations.
• Ability to operate computer, electronic banking, ten key and other office equipment, and perform accurate transactions.
• Demonstrated effective telephone and communication skills.
• Maintains good attendance record.

Our excellent benefits package includes Medical/Dental/Vision, Paid Sick Leave, Paid Time Off, paid holidays, life insurance/AD&D, short-term and long-term disability, 401(k), subsidized parking and more.

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