Call Center Representative - Sharon, United States - SCU Credit Union

SCU Credit Union

Verified Company

Sharon, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

SCU Credit Union has a mission to positively impact the financial well-being of our members by providing access to a wide range of products and services; to support the diverse communities we serve through education and collaboration; and to foster a rewarding environment for our employees

We put our members at the heart of everything we do and strive to exceed their expectations by providing: empathy, giving back, integrity, stability, and an inclusive culture.

If you align with these values too, we would love for you to join our team

SUMMARY

Under the direction of the Contact Center Manager, demonstrates a broad understanding of deposit and consumer loan products and services and to perform various duties related to account opening, origination of consumer loans, accurately & efficiently processing member data, and a full understanding of the services offered by the Credit Union.

Builds member relationships with an emphasis on financial education, through knowledge and understanding of all credit union products & services.

Supports the Credit Union's Core Values and Vision Statement with a focus on service, quality, efficiency, and teamwork.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Assists the Contact Center in meeting or exceeding its abandon call rate and longest average wait time metrics; strives for first call resolution to support service expectations.
Actively engages in the relationship building process by identifying potential financial needs for members and makes appropriate referrals of products & services such as: savings, checking, credit/debit cards, internet/mobile banking, consumer loan products, etc.
Understands and maintains a working knowledge on all credit union deposit and loan products and can identify appropriate products to best meet member needs.
Responsible for resolving members issues/concerns with various products & services, such as Debit/Credit Cards and Online Banking/Bill Pay, using appropriate tools/resources.
Collaborates effectively with team members to maintain high quality member service and efficient department operation; establishes and maintains a good working relationship with all credit union personnel.
Conducts business in a professional manner, always using a pleasant tone to greet the member.
Takes responsibility for promptly addressing member questions/concerns, which come in through all delivery channels, and refers issues that exceed authority to appropriate personnel.
Adheres to all Member Service Center processes, procedures, and compliance regulations including member identification/authentication procedures and confidentiality policies.
Understands and supports contact center goals/metrics that are used to measure success.
Participates in department and/or organizational projects as directed.
Performs related and unrelated duties as assigned and therefore required.

Qualifications:

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or experience-

High School Diploma or GED plus specialize coursework;
24 years of related experience; or equivalent combination of education and experience.
Ability to crosssell credit union products is also required.
Strong member relations and effective communication are essential.

SCU Credit Union offers an excellent benefits package including: medical, dental, vision, FSA, company paid life insurance, matching 401(k) plan, holiday bonus, and more

SCU Credit Union is an equal employment opportunity employer.

Pay:
From $21.00 per hour

Expected hours: 40 per week

Benefits: