Contact Center Representative
On-siteMissoula, Montana, United States
Job Summary
Answer audio and video calls, complete outbound phone calls, and respond to all incoming chats, emails, and online banking messages. Provide personalized guidance to address member needs, solve account problems, update records, and process transactions while protecting against fraud. Utilize multi-engagement channels to assist members and refer products based on identified needs. Maintain proficiency with technology, stay current on product changes, and adhere to all credit union policies and federal regulations. This in-branch role supports Clearwater Credit Union's mission to ignite human potential and serve local communities through direct member support across various delivery channels.
Required Qualifications
- Skilled at answering Audio and Video calls
- Completes outbound phone calls
- Comfortable and efficient using Chat
- Provides personalized guidance to address all the member's needs
- Comfortable using multi-engagement channels to assist members
- Responds to all incoming chats
- Answers all emails from website and ones directed to Contact Center email addresses
- Responds to all online banking messages
- Solve member account problems
- Update member records
- Process member transactions and other member requests
- Protects members and credit union from fraudulent activities
- Proficient use of technology
- Refer products and services based on identified member need
- Knowledge of products and services, including staying up to date with changes and additions
- Provide internal and external members with excellent service
- Follows all credit union policies and procedures, including being compliant with state and federal laws and regulation
- Reliable attendance and completion of tasks
- Embrace the Mission, Values, and Vision of the Credit Union
- Ability to interact with more than one department daily
- Ability to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances
- Ability to possess versatility and flexibility to successfully service our members and serve as a back up to other positions as required
- Ability to possess the creativity and resourcefulness required to successfully complete assigned duties without constant supervision
- Ability to understand and follow moderately complex written and oral instructions
- Ability to express oneself clearly and concisely, both orally and in writing
- Ability to accept responsibility for access to confidential data
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.