Contact Center Representative

Vantage Credit Union is a financial institution seeking a Contact Center Representative. The role involves providing excellent member service through answering calls, responding to live chats and emails, and resolving member concerns while also identifying referral options for financial services.

Responsibilities

• Responsible for answering incoming calls while maintaining excellent member service. Responsible for verifying the members identity, determining the needs of the member and, resolves members concern without transferring the member when appropriate
• Responsible for responding professionally to live chat conversations and email requests while providing excellent member service
• Identifies referral options for loans and deposit services, by staying abreast on products and services, and meet sales targets
• Researches and resolves complaints to ensure member retention and satisfaction
• Exercise tact, judgment, and initiative in working with members and team members
• As assigned by the Member Care Manager, Assistant Member Care Manager(s), and/or Member Care Coordinator(s), responsible for the training and development of Member Care representatives. Review and make recommendations to update procedures as needed
• When appropriate, takes advantage of cross-sell opportunities and provides members with solutions to financial issues
• Encourage all potential members to join the credit union by thoroughly explaining our services and offering to provide information
• Meet or exceed individual and team productivity and quality standards
• Perform other individual and/or team tasks as assigned by the Member Care Manager(s), Member Care Assistant Manager(s), and/or Member Care Coordinator(s)

Skills

• Above average written and oral communication skills; can comfortably handle with people at all levels; a good listener who is empathic with board, staff and member needs; good math aptitude
• Meet simultaneous deadlines, and effectively organize and prioritize work while working under pressure
• Sensitive to executive etiquette and protocol; able to recognize and handle with different personalities; a high degree of poise and tact to represent the credit union positively
• A positive individual who is team-oriented; able to see the steps necessary to get things done; receptive to learning new tasks; meet deadlines and is willing to take responsibility for own actions
• Organize and prioritize work with little direction. Must be proficient with various computer software programs and experienced with operating automated and standard office equipment
• The Member Care Representative should possess a high school diploma or equivalent
• Associate degree in a business-related field or its equivalent of one to two years of customer service experience is desired, supplemented by general business courses in a continuing education setting
• Lending or credit experience is desirable but not required

Company Overview