Member Contact Center Representative

Job Description:

Essential Function

Assists members via telephone or other delivery channels with their financial needs by answering questions, performing financial transactions, resolving issues and providing information to ensure quality service. Timely service the needs of the members and enhance their financial relationships with the Credit Union.

Primary Responsibilities & Duties

• Responsible for providing courteous and efficient service to members and team members over the phone or preferred delivery channel.
• Identify opportunities to promote credit union products and services to retain members and increase wallet share.
• Utilize various computer applications to assist with member support and satisfaction.
• Strive to provide first contact resolution and build lasting member relationships through exceptional service.
• Responsible for maintaining a high level of quality such as Member Satisfaction, accuracy, phone management and more as defined by management.
• Contribute to Unit and Corporate goals.
• Assumes additional responsibilities as necessary for the continued growth and advancement of the Credit Union.

**Variability in hours including weekend and holiday hours.

Specific Skills

• Clear verbal and written communication, listening, and human relation skills

• Excellent phone communication skills using clear and pleasant voice

• Basic analytical, mathematical, organizational and decision-making skills

• Computer literacy skills with using Windows environment, spreadsheet and word processing software.

• Data entry skills

• Ability to multi-task

• Able to work in a fast-paced and diverse environment

• Ability to sit and/or stand at a desk for extended period of time.

Accountability

• Accountable for the quality of member service rendered, proper documentation of loans and other services, sales goals and adherence to Everwise Credit Union's Service Expectations.

• Must develop and maintain a high degree of Everwise product and service knowledge.

• Maintain a professional and ethical work relationship with members and team members.

• Responsible for daily decisions made within parameters set by supervisor.

• Accountable for understanding & applying Everwise policies and procedures relating to the Bank Secrecy Act.

• Protection of assets and security of the branch and personnel are a basic responsibility.

• Accountable for Performance Management goals as agreed upon with supervisor.

Minimum Qualifications

• High School Diploma, GED or equivalent skills and abilities.

• Basic knowledge of financial services generally acquired by one (1) or more years working within the financial services area or minimum of two (2) years customer service and/or call center experience.

Everwise is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.