(On-Site) Virtual Contact Center Representative

Summary:

• Assist members with credit union products, services, and inquiries.

• Resolve member concerns and provide excellent customer service.

• Process transactions accurately while following security procedures.

• Collaborate with departments to ensure a seamless member experience.

Role:

To assist members and potential members with their Credit Union needs. Provide information, assistance, and education on a variety of products and services. Assist members in setting up services, respond to inquiries, and direct members to the appropriate people. Work as a team with other credit union departments to create a seamless experience for members.

Knowledge and Skills:

Experience: One year to three years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills:

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills: 

1. Have good listening and communication skills. 

2. Well organized and attention to detail. 

3. Must be able to operate related computer software and business equipment. 

4. Professional in appearance, dress, and attitude is a must. 

5. Interviewing skills and techniques. 

6. Ability to generate essential reports, interpret data, and calculate ratios including the resolution of problems and incorrect information. 

7. Properly identify acceptable forms of personal identification, with an awareness of security and possible fraud via the telephone. 

8. Understand negotiable instruments and the various clearing processes. 

9. Understand internal and external electronic and ACH processes. 

10. Have knowledge of the fundamentals of the financial industry, including the basic processes of other credit union departments and branches. 

11. Ability to work as a member of a team while embracing the credit union philosophy, mission, and values.