No more applications are being accepted for this job
- answer inbound calls from members in a call center environment while maintaining a high level of professionalism;
- Follow the consumer identify verification process according to company policy; including the Customer Information Program (CIP) and Knowledge-Based Authentication (KBA)
- Adhere to all system Warning Codes and Fraud Alerts per company policy;
- perform all maintenance functions to better meet the needs of the member;
- have an understanding of other departments processes as well as documentation for other departments to process transactions;
- actively expand the member relationships by cross selling products or referring customers to appropriate lines of business;
- handle emails, chat and voice mails that come into the Call Center;
- document all interactions with members, and follow up to ensure work is completed timely, accurately and within required service standards;
- ability to handle difficult member calls to resolution;
- maintain a working knowledge of the Credit Union's complete line of products, services, and promotions as well as all compliance regulations;
- ability to positively adjust to a rapidly changing environment;
- driven to meet individual and team performance goals defined by Management;
- perform various other duties as assigned.
- Six (6) months customer service experience.
- High School Diploma/GED;
- Strong listening, written and verbal communication skills and problem solving skills;
- Flexible and adaptable about work schedules, which will include weekends;
- Ability to use a headset and to sit for long periods of time;
- Computer proficient-familiar with Microsoft Office programs, internet and basic office equipment;
- Good problem-solving, negotiation and time management skills;
- Attendance is an essential function of the position;
- Teamwork abilities, ability to multitask, ability to be proactive, and a self-starter;
- Ability to manage difficult situations with little supervision;
- One (1) year or more years of experience in a high volume call center environment with a track record of meeting and/or exceeding goals is preferred;
- Minimum two (2) years of college course work preferred;
- Multilingual verbal and written skills preferred.
Call Center Representative - Arlington, United States - Texas Trust Credit Union
Description
Role ResponsibilitiesResponsible for satisfying member's financial needs in the following areas:
Required Experience