Contact Center Representative bei Lookout Credit Union

Description

Role:  

All Credit Union employees must embody the Credit Union’s mission statement to deliver an exceptional financial experience, enrich the lives of our members, and benefit our educational partners. All employees of Lookout Credit Union are expected to uphold the Credit Union’s mission and vision statements, and the employee’s actions should always embody the Credit Union’s TREAD model.  

The primary role of the Contact Center Representative is to assist members and potential members with their telephone requests, explain services, respond to problems, and direct phone calls to the appropriate area.   

Essential Functions & Responsibilities: 

• 60% Assist members and potential members with their telephone requests, answer questions about Credit Union products and services, resolve problems within their authority; and refer problems beyond their authority to the appropriate area.  
• 20% Ensure accurate account information for Credit Union members is recorded in the appropriate systems.  
• 10% Identify opportunities and cross-sell products and services to members.  
• 5% Assist other departments as needed.  
• 5% Perform other job related duties as assigned.     

Performance Measurements: 

1. The employee's actions should always reflect the Credit Union's TREAD model to teach our members and each other, respect the Credit Union culture and philosophies, empower ourselves and others, adapt to the surroundings, and deliver on our promises. 
2. Provide informed, prompt, professional, and accurate service and support to all members and associates by answering the telephone within two rings and returning messages with 5 minutes.  
3. Direct all telephone calls to the appropriate person with minimum transfers.  
4. Process member transactions with zero unresolved errors.  
5. Successfully recommend new products or services to 20% of all members contacted.  
6. Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.  
7. Troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.  
8. Participate in a positive and productive work environment.   

Knowledge and Skills: 

Experience

One month to twelve months of similar or related experience.  

Education

A high school education or higher

Interpersonal Skills

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills

Good telephone and listening skills are essential. Must have strong personal computer skills including data entry. Must be able to create and log in to an email account to send and receive messages. Ability to use a 10-key calculator and keyboard by touch is necessary.

Physical Requirements

Written and verbal communication is important to impart detailed information accurately and efficiently to coworkers and members. Must be able to exert up to 30 lbs. of force to occasionally lift, carry, push, pull, or otherwise move objects. Work involves prolonged periods of sitting at a desk and working on a computer. (For teller positions: Work involves standing most the time but may involve walking or sitting for brief periods of time.) 

Work Environment

Work is generally performed in a temperature-controlled office environment. Exposure to ambient office equipment noise such as computers, telephones, and conversations between coworkers and members.