Contact Center Representative I

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Salary Pay Range for This Position:

POSITION SUMMARY:

The Telephone Service Representative is responsible for providing a high level of Member service in a fast-paced multi-contact call center. Provides specific, accurate and timely information to members regarding credit union policies, procedures, savings and loan products and current Marketing promotions, as well as, account information in accordance with Credit Union policy. This position is responsible for resolving member inquiries and problems at the first point of contact.

ESSENTIAL POSITION FUNCTIONS:

• Maintains high level of Member service, promotes advocacy and continually focuses on improvement in Member survey ratings.
• Assists Members in establishing and maintaining share and loan services by asking probing question, exploring options, and completing necessary documents and performing data entry of records in compliance with audit requirements. Attracts new Members and supports member and account retention.
• Assists Members with loan information including all consumer and real estate loan products and rates. Assists Members with savings information including IRA and term certificates.
• Serves as the first point of contact for account inquiries regarding Wescom's credit card portfolio.
• Answers Member telephone and/or electronic inquiries and provides information in accordance with credit union policy. Assists Members with balance inquiries, statement requests, stop payments, credit and debit card inquiries, APS check-by-phone processing and other account-related needs.
• Serves as an Member advocate to resolve service issues and problem resolution.
• Supports Wescom's eCommerce initiatives such as BillPayer services and eBranch support by being the first point of contact for account maintenance and problem resolution.
• Supports growth objectives by offering credit union products and services and by referring Members to Credit Union CUSO products other Credit Union partner vendors.
• Meets personal development and training objectives established by department management and completes Wescom University core curriculum.
• Ensures that the physical environment of assigned workspace is maintained according to Wescom's standards and that personal appearance reflects the desired level of professionalism.
• Performs other related duties as assigned or requested.

EDUCATION AND EXPERIENCE:

• High school graduate.
• Previous financial industry experience and call center experience preferred.

OTHER SKILLS AND ABILITIES:

Proficient in technology applications, including the teller system, and maintains confidentiality of credit union and member records.

COMPUTER SKILLS:

Proficient in Microsoft Applications (Word, Excel, PowerPoint and Outlook)

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percent and to draw and interpret bar graphs.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.

The noise level in the work environment is moderately quiet. It is a non-smoking environment.

The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included.

This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.

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