Job Type
Part-time
Description
Job Title: Contact Center Specialist
FLSA: Non-Exempt
Function: Operations
Reports To: Contact Center Manager
Purpose: Service member's financial needs and transactional requests as they relate to aspects of their accounts including, but not limited to, checking/ savings accounts, consumer loans, mortgage loans, card services, and account services. Provide technical support and educate members on credit union products and services. Provide members with World Standard service in accordance with the credit union's core values and service promise.
Responsibilities:
Lead by example by consciously choosing how your actions impact others
Adhere to the service guidelines listed in the Perfect Hour for Contact Center Specialists
Service member's financial needs and process account transactions with a high level of accuracy
Take proactive ownership of all members you assist, serving as his/her primary contact, finding answers and solutions, serving as the member's advocate, proactively communicating with the member throughout the lending process
Investigate and reconcile members questions/ concerns regarding their accounts or services, recommend and direct members to the appropriate department or individual when necessary
Follow all credit union policies, procedures, and requirements, in addition to all applicable state and federal laws
Assist members with loan questions and the loan application process, using the loan origination system to investigate loan inquires and refer member to appropriate lending team member when necessary
Create and promote a positive professional image of one's self and the credit union
Answer phone calls promptly and professionally, using a warm hand-over when transferring calls
Encourage others to foster a supportive work environment
Exemplify the credit union's core values, service promise, and World Standard service
Maintain an up-to-date and comprehensive knowledge of the credit union's products and services
Build relationships with members to identify their financial needs
Use appropriate workflow management to ensure multiple projects and member requests are addressed expediently through all communications channels, including but not limited to, phone and email
Maintain member account information and update when appropriate
Promote and maintain a confidential environment to protect member, employee, and credit union information
Educate internal and external members on credit union policies and procedures
Arrive to work and meetings on time
Complete assignments in a timely manner
Adhere to Arbor Financial Credit Union's attendance policy
Perform all other duties as assigned
Requirements
Education and Experience: High school diploma, or equivalent, required, college degree preferred
Contact center experience preferred
Financial services industry experience
Sales/ service experience preferred
Lending experience desired
Skills, Abilities, and other Requirements: Strong computer and application skills
Necessary verbal and written communication and grammar skills
Ability to be bonded required
Ability to successfully organize, prioritize, and manage multiple responsibilities
Ability to keep up with a busy work flow
Ability to sit for long periods of time
Ability to perform repetitive tasks
Occasional travel to offsite locations may be required
Team player with a positive attitude and flexibility
Professional demeanor and personal accountability
