Job Description

WHAT YOU WILL DO EVERYDAY

As a Contact Center Specialist I, you will be responsible for providing an excellent member experience by quickly assessing member needs and providing sound solutions via incoming phone calls. Serve as the Credit Union's access point for all incoming phone calls while striving for first call resolution and take true ownership of member needs and issues to ensure a prompt resolution. Proactively takes ownership of situations that arise while assisting members to reach a mutually beneficial resolution with the appropriate follow through. Responsible for maintaining an effective working knowledge, including technical and back-office aspects of all credit union products and services and department functions.

Direct Reports: None

HOW YOU WILL MAKE AN IMPACT

30% Fields all incoming ACD calls ensuring that all calls are answered within an appropriate timeframe. Actively monitor and control a member's hold time along with monitoring abandoned and transferred calls according to current performance standards.

20% Identifies cross sell opportunities and educates members on credit union products and services. Follows up on referrals and identify new relationship opportunities. Maintains knowledge and takes the initiative to keep up to date of all credit union products and services. Use every member contact as an opportunity to advise members about additional services or programs that might benefit them.

20% Receives and processes member financial transactions including, but not limited to, deposits, transfers, withdrawals, and loan payments by way of electronic transactions using Symitar, Propay, ACH and other methods as necessary. Administers appropriate file maintenance to members’ accounts from phone calls, secure messaging and mail.

10% Strong member service skills to address any member issues to achieve resolution. Comfortable empathizing and remaining patient with difficult callers. Elevate serious concerns to contact center leadership as needed.

10% Routes calls when needed to appropriate personnel. Asking probing questions and active listening skills to ensure members are directed to best person to assist them.

10% Provide basic technical support and troubleshooting to members accessing online banking, phone banking and other self-service options the Credit Union offers.

-- Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

-- If applicable: this position may have additional duties to include bilingual duties noted in the Bilingual Policy.

WHAT YOU WILL NEED TO SUCCEED

Experience

6+ months customer service experience in banking, retail, or related field required.

Education / Certifications / Licenses

A high school diploma or equivalent. Must have and maintain a valid driver’s license.

PREFERRED SKILLS

• Work experience in telephone data collection or member service preferred.
• Ability to work in a teamwork environment by working cooperatively with peers, subordinates, managers, and staff in other departments.
• Working knowledge of MS Office Suite Programs specifically Word, Excel, and Outlook.
• Must have strong communication skills both verbally and written.
• Ability to provide world class member service while executing Interra’s vision, mission and delivery of Core Values.

INTERPERSONAL SKILLS

• Courtesy and tact are essential elements of the job.
• Work involves personal contact with members and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring.

COMPETENCIES

• Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels. Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels. Adjusts to fit the message to the audience. Provides timely and helpful information to others across the organization.
• Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.
• Member Focus - Builds and maintains collaborative relationships with internal and external members which result in member satisfaction with both the process and the outcome.
• Resilient - Maintains composure under pressure; handles difficult situations effectively, maintains a positive attitude despite adversity; uses adversity as a learning opportunity.
• Self-Motivated - Demonstrates initiative to address challenges, accomplish tasks, and seize opportunities, even when challenged. Demonstrates appropriate urgency and positive attitude while doing so.
• Teamwork - Effective team player who adds complementary skills and contributes valuable ideas, opinions and feedback; communicates in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team.

ADA REQUIREMENTS

Physical Requirements

• Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be capable of climbing / descending stairs in an emergency situation.
• Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours or travel off site whenever required or requested by management.
• Must be capable of regular, reliable and timely attendance.

Working Conditions

• Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

Mental and/or Emotional Requirements

• Must be able to perform job functions independently and with limited supervision.
• Must work effectively as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be able to perform basic financial calculations with accuracy.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace.
• Must be capable of exercising highest level of discretion on confidential matters.

ACKNOWLEDGEMENT

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time. Interra Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.