Job Description

PRIMARY FUNCTION:

The Contact Center Account Consultant I’s primary function is to answer telephone inquiries regarding deposit and loan accounts while promoting credit union products and services and consistently giving quality service to members and all co-workers throughout the credit union.

JOB DUTIES AND RESPONSIBILITIES:

Perform all of the following functions in a call center environment on the phone:

• Inform, Educate, and Advise members, regardless of the individual circumstances.
• Perform transfers, withdrawals, loan payments by transfer and advances from lines of credit by transfer or check. Takes check orders over the phone and processes Credit Card Payments.
• Assist members with the transfer program, payroll deductions, direct deposit, stop payments, SuperCheck and credit card inquiries.
• Promote the credit union by cross-selling products and services focusing on department goals and member needs.
• Handle member inquiries and solves problems.
• Other duties may be required and assigned by the supervisor.
• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
• Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
• Report all Risk Management Policy violations in accordance with policy.

EXPECTATIONS:

• Meet Contact Center service quality standards. Consistently give quality service to external and internal members. Treat members courteously and professionally while handling their requests promptly and accurately.
• Evaluate members’ needs and make recommendations that will help them achieve their financial goals.
• Consistently meet or exceed monthly cross-selling, quality, and time management goals.
• Build relationships with credit union members and team members.
• Contribute towards individual, team, & department goals while promoting team spirit.
• Give feedback to the Managers and Supervisors about department and team goals and incentives.
• Attend training sessions as directed by Manager or Supervisor to keep skills current.
• Keep all member and credit union business confidential.

JOB QUALIFICATIONS:

Knowledge: Credit union or banking industry knowledge preferred.

Skills:

• Must be able to operate a computer and other office equipment.
• Must be skillful when working with details such as numbers and names.
• Must have the ability to effectively communicate with members both verbally and in writing.
• Must be able to work in a stressful environment while being flexible.
• Must have the ability to consistently provide excellent service.

Minimum Education and Experience:

• High school degree with additional business courses preferred.
• Prior experience in a busy public contact position at a credit union, financial institution, or a retail outfit.
• Must have experience with computers.
• Must have experience in handling member requests and inquiries.
• Contact center experienced preferred.

PHYSICAL REQUIREMENTS:

• Ability to sit for long periods of time. Infrequent lifting or carrying of objects up to 10 pounds.
• Ability to speak and hear clearly with reasonable accommodation.