Contact Center Specialist

SUMMARY:

Provides quality service to members who access the Contact Center by telephone, facsimile, mail, internet, mobile, or audio response regarding inquiries or problems with accounts, services, or loans. Inquiries may include selling credit union products, resolving more complex disputes and questions, handling transactions, or assisting the member to purchase and use new products and/or services. Processes transaction requests in accordance with credit union guidelines; researches and makes adjustments to member accounts as necessary; provides service and rate information; processes inquiries regarding account information, credit union policies and procedures. Coordinates the activities of employees’ engaged in the Contact Center. Assists the Contact Center Supervisor and/or Contact Center Manager with escalated calls, individual and department goals, provide feedback on employee performance, preparing reports, and audits.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following job functions. Other job functions may be assigned from time to time. The job functions contained herein are intended to be supplemented by “Task Lists” which describe various individual tasks associated with each job function.

• Advises employees with members’ questions/problems. Refers to the Contact Center Supervisor or Contact Center Manager in any situation that cannot be resolved by the Contact Center Officer.
• Create and maintain the departments’ desk references and standard operating procedures to ensure accuracy and effectiveness.
• Trains Contact Center Officers in practices and procedures, including technical guidance of the system, regulatory compliance, and credit union philosophy. Answers telephone inquiries from members regarding loan, deposit, and electronic services (bill pay, audio response, internet, mobile); all card products and related services; account information, transfer requests, withdrawals, stop payments, check supplies; or any other member request concerning products and services of the credit union.
• Responds to the members’ inquiries regarding general information on credit union policies, procedures, and program operation of accounts, access to services, account usage charges, interest rates on savings and loan products, loan and deposit options, resolving account discrepancies, and assisting members to make the most effective use of services offered by the credit union.
• Resolves member inquiries, concerns, documentation errors, or discrepancies; performs maintenance functions on accounts and problems related to transactions.
• Research and respond to fraud inquiries. Generate and review user activity reports via Online and Mobile banking, Secure Now, Shared Branching, etc.
• Provide assistance with system overrides, check signing, approving of wires, and daily work certification in accordance with the credit union's policies and procedures and applicable laws.
• Handles a variety of responsibilities regarding administration access for internet/mobile banking and audio response service including processing and approving applications, issuing passwords, resetting security questions, and member information.
• Examines work for exactness, neatness, and conformance to policies and procedures.
• Reviews and prepares various daily/monthly reports.
• Coordinates department duties or projects and prepares work schedules.
• Coordinates replacements and status of all card services.
• Cross-sells credit union products and services.
• Performs other duties as might be assigned from time to time.

SUPERVISORY RESPONSIBILITIES:

May serve as a Team Leader and assist in supervising employees in the Contact Center, in the absence of the Contact Center Supervisor. Carries out supervisory responsibilities in accordance with the credit union's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; providing feedback and input for performance reviews; addressing complaints and resolving problems.

Performance Standards:

Ensures maximum productivity of the workgroup supervised is balanced against the demand on the service delivery system. Maintains an efficiently operating section of well trained and smoothly performing employee group, working interdependently as a team. Utilizes interpersonal skills effectively in a team environment. Displays leadership ability plus a professional attitude and appearance at all times.

Knowledge of all types of account ownership, account classifications, and credit union services. Performs functions in an accurate and timely manner. Consistently displays a professional appearance and attitude. Utilize interpersonal skills effectively in a team environment.

Consistently assists in attaining the goals and objectives of the credit union. Display a professional approach to assessing the credit needs of members while observing the established lending policies and guidelines. Communicate effectively with members and fellow workers.

Qualifications

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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 essential functions.

EDUCATION and/or EXPERIENCE:

A high school diploma or general equivalency diploma (GED) is required; plus three or more years related experience in member/customer service in a full-service financial institution; or any equivalent combination of formal training and/or experience which provides the necessary knowledge, skills, and abilities thereof.

LANGUAGE SKILLS:

Ability to read and interpret documents such as forms, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and construct basic correspondence to communicate account information to members. Ability to speak effectively with members and employees. Communicate effectively in both oral and written form.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentages.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Has the ability to define problems, collect data, establish facts, and draw valid conclusions. In certain circumstances, problem resolution may require considerable diplomacy while dealing with difficult people.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid Driver’s License

OTHER SKILLS and ABILITIES:

Ability to operate standard office equipment and tools such as postage machine, fax machine, telephones, photocopier, typewriter, and utilize appropriate versions of current computer software (e.g., Microsoft Office).

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

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

MENTAL DEMANDS:

The mental characteristics necessary to competently perform this job to include the routine need to use spatial perception; to frequently be resourceful, and use problem solving; and the continuous need to be persuasive, precise, alert, reasonable, patient, and use concentration.