Contact Center Rep I

Job Title: CONTACT CENTER REPRESENTATIVE

Functional Area: Operations Department: Contact Center

Reports to: Contact Center Supervisor Employee Type: Regular, FT

FLSA Status: Non-exempt

Role at Seattle Credit Union

Provides effective and efficient service to membership in all operations over the telephone while following the Credit Union policies, procedures and guidelines.

Essential Job Functions

• Responsible for answering incoming calls promptly and in a friendly and courteous manner.
• Processes member transactions with accuracy and efficiency.
• Provides information and applicable forms concerning products and services.
• Interviews members to analyze and determine members’ needs.
• Adheres to credit union’s procedures regarding verification while processing member requests.
• Balances Teller ID at end of each business day.
• Supports, promotes and cross-sells Credit Union products and services.
• Functions as a troubleshooter to resolve issues.
• Maintains required records.
• Assist members with requests and trouble shoots issues concerning the website and Tellerline.

Corresponds to e-mail inquiries, comments & concerns.

• Process offline requests, faxes, and correspondence on a daily rotation with other contact center representatives.
• Monitor and respond to text messages in a professional manner.
• Support the Seattle Credit Union vision and brand and represent it with every member interaction.
• The ability to support members utilizing Seattle Credit Union services, including Online Banking, Mobile Apps, bill pay and ATM’s.
• Provides branch support regarding online banking.
• Maintains a product referral rate in accordance with department goals
• Maintains a Quality Loop satisfaction rating in accordance with credit union goals by providing high quality service based on our service standards
• Completes Product/Service Knowledge Assessment within 90 days of employment with a score of at least 80%. (Note: This assessment may be taken as many times as needed to achieve this score).
• Demonstrate effective service interactions using the Service Interaction and Handling Objectives Model.
• Maintains knowledge of Seattle Credit Union’s Bank Secrecy Act policy, procedures, and practices to meet compliance requirements.

Other duties may be assigned.

Working Conditions

• Indirect exposure to robbery.
• Extended periods of time on the telephone and computer required.
• May be required to work Saturday hours.
• May be subject to call monitoring (either silent or side-by-side).
• Work is performed in an office environment. May be required to attend off-hours and off-site meetings.
• Physical effort may be required to lift supplies such as boxes of copy paper, transaction receipts, computer paper, and checks up to 50 lbs.

Qualifications

Knowledge

• Education or job knowledge equivalent to high school education.
• Comprehensive knowledge of state and federal regulations such as Reg. B, Reg. E, Reg. D, Reg. CC, Reg Z, and the Bank Secrecy Act.

Skills

• Accurate 10-key skills.
• Accurate keyboarding/typing skills.
• Excellent telephone skills.
• Good communication skills.
• Strong people and customer service skills.

Abilities

• Ability to communicate with tact, discretion, and courtesy within and outside the organization.
• Ability to perform basic math calculations.
• Ability to operate various office equipment including computer terminals.
• Ability to handle stress in a high volume and fast-paced environment.
• Must maintain very satisfactory attendance.
• Professional appearance and demeanor.
• Ability to multi-task and handle many tasks at a given time.

Experience

• Minimum one year experience in a credit union or other financial institution preferred.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Seattle Metropolitan Credit Union is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status or disability.