Communication Center Rep

It is the responsibility of the Communication Center Representative to assist members and /or direct all calls to the proper departments as well as handle member inquiries, complaints, troubleshoot problems and provide information by telephone and e-mail. It is the Communication Center Representative’s responsibility to operate in an effective and efficient manner and most importantly to service members, while creating member loyalty for United Credit Union.

PRIMARY RESPONSIBILTIES:

• Answer all incoming calls
• Cross-sell all United Credit Union products and services
• Handle member inquiries by telephone, e-mail, message, etc.
• Research required information using available resources
• Manage and resolve member complaints
• Provide members with product and service information
• Identify and escalate priority issues
• Route calls to appropriate resource when essential
• Follow up member calls when necessary
• Document all call information according to standard operating procedures
• Reset Home Banking passwords
• Attend training when requested by Management
• Other duties and functions that may be assigned by Management

• High School Graduate or GED Certificate
  
  Experience:

• Minimum of 1 year of related costumer service experience preferred
  
  Knowledge/Skills/Abilities:
• Pass basic math test
• Exhibit competency in using current technology, such as computer, calculator, etc. to complete required and miscellaneous responsibilities
• Display a friendly, efficient manner and pleasant disposition
• Understand the communication console and use proper telephone etiquette and courtesy
• Excellent verbal, written communication, and listening skills
• Organizational skills
• Ability to work well with others
• Ability to multi-task
• Knowledge of member service principles, practices and policies
• Good data entry and typing skills
• Knowledge of administration and clerical processes
  
  Compensation Information:
  
  A competitive compensation and benefits package shall be offered to the selected candidate and includes the following: health, dental, retirement plan, paid holidays, and paid time off.
  
  United Credit Union is an Equal Employment Opportunity Employer.