SUMMARY:
Responsible for answering and responding to member inquiries received through the telephone contact center. Provides superior service to members and potential members via phone, mail, email, fax, or home banking. As the initial contact person, represents the credit union in a professional, courteous, and helpful manner. Provides prompt, professional and courteous support and assistance to members and credit union employees. The Contact Center Consultant does this by meeting the qualifications and performing the duties listed below.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Provides friendly, responsive service to all members; cultivates and maintains appropriate relationships with members and co-workers; abides by UT Federal Credit Union's Global and Departmental Service Standards and encourages teammates to do the same.
- Manages complaints, resolves problems, and responds appropriately to contact center inquiries via phone, email, and other correspondence.
- Demonstrates a thorough knowledge and understanding of credit union consumer products and services and related policies, procedures, rules, and regulations to accurately assist members with:
- Share and share draft accounts
- Certificates
- Loan products
- Credit and Debit card services
- Online/Mobile/Telephone banking
- Wire transfers
- Direct deposits
- Payroll deductions
- Other services as directed
- Demonstrates a basic knowledge and understanding of credit union business products and services and related policies, procedures, rules, and regulations.
- Within established levels of authority, efficiently and accurately processes members' financial transactions and performs member account file maintenance.
- Educates members on appropriate products and services to benefit the member and achieves referral and/or sales goals set forth by the credit union.
- Maintains the highest level of confidentiality with all member information.
- Appropriately mitigates risk through accurately completing member requests for stop payments and member disputes of unauthorized transactions.
- Provides support to other credit union employees in electronic interfaces, including online and mobile banking.
- Efficiently and accurately performs beginning of day and end of day duties, such as balancing daily transactions.
- Prepares and maintains reports, as assigned.
- Actively participates in branch and all-staff meetings in order to maintain awareness of organizational issues and promotional campaigns; stays current on policies, procedures, and applicable regulations.
- Attends training classes to continuously increase job knowledge and overall job performance in order to provide exceptional service to our members. Takes initiative for personal career development and seeks opportunities to learn new skills.
PERFORMANCE STANDARDS:
Contact Center Consultants exhibit excellent communication skills by listening to members' needs and offering expert advice on products and services in a positive, friendly manner in order to build lasting relationships with members. Contact Center Consultants also exhibit patience and empathy and are responsive when dealing with members and employees. Successful Contact Center Consultants will be focused, well-organized individuals, with the ability to think on their feet. They will consistently achieve referral and/or sales goals by identifying products and services that meet member needs. Charisma, a team spirit, and the ability to work in a dynamic environment are essential. Contact Center Consultants are able to think creatively to find solutions and are motivated to take initiative as appropriate.
MINIMUM REQUIREMENTS:
- Maintains the highest standards of ethical behavior.
- Maintains a positive attitude with employees and members, and remains flexible while focused on accepted practices, policy, productivity and effectiveness.
- Promotes awareness of the credit union mission and brand statement to the credit union membership.
- Abides by the Service Standards established by the credit union.
- Strong knowledge of financial products and services.
- Demonstrated sales skills and ability to meet sales goals.
- Regular and predictable attendance.
- Excellent verbal and written communication skills to communicate professionally.
- Maintains a professional appearance in accordance with established dress code.
- Technological skills and knowledge, including computer literacy.
EDUCATION/EXPERIENCE:
High school diploma (or GED); plus 6 months to two years' related experience in a customer/member service, financial institution, or sales environment; or an equivalent combination of education and experience.
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.
LANGUAGE SKILLS:
Ability to read and interpret forms, account entries and transactions, credit union documents, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and construct basic correspondence to communicate professionally with members. Ability to speak effectively by telephone with members or other employees of organization.
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 variables in situations. In certain circumstances, problem resolution may require considerable diplomacy while dealing with difficult people.
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 accommodation 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 for extended periods; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must be able to speak and hear distinctly. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 lbs.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. All essential functions are performed in an office setting.
Temperatures in the climate-controlled office may fluctuate. Work area is sometimes noisy due to multiple phones and computer equipment. The noise level in the work environment is usually moderate. Work area may be cramped. Employee may not be able to easily leave work area unless for a scheduled break.
MENTAL DEMANDS:
The mental demands for this position include: the need to be alert to member needs, to be resourceful in solving member problems, and to be very precise when updating member accounts. The Contact Center Consultant must respond to an ever-changing volume of telephone calls during the workday and work week. The employee must be able to deal with people effectively under adverse and/or stressful conditions.
Thank you for your interest in joining UT Federal Credit Union.
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