Contact Center Specialist - Part-Time
On-siteBaton Rouge, Louisiana, United States
Job Summary
Receive member telephone calls from the contact center queue, responding to inquiries, problems, and requests while verifying information before disconnecting. Handle member contacts thoroughly and concisely, solving issues related to depository or lending functions and executing teller, account, and loan transactions accurately. Cross-sell Credit Union products and services to existing and potential members, creating service requests for the Fulfillment Agent and monitoring call volume to seek assistance during high periods. Maintain productivity logs and member callback lists, adhering to Federal and State regulatory procedures including Bank Secrecy Act and Reg CC holds. Notify managers if disputes cannot be resolved at the agent level and stay abreast of product knowledge to operate with minimal supervision.
Required Qualifications
- High school diploma
- Some college level
- 1-2 years of previous experience in a financial institution setting
- Six (6) months credit union member service experience
- Ability to multi-task
- Ability to write short correspondence
- Ability to present information to members
- Ability to cross sell Credit Union products and services
- Problem solving ability
- Solid decision-making ability
- Excellent written communication skills
- Excellent verbal communication skills
- Working knowledge of Microsoft Office Products (word, excel, and office)
- Use of desktop and laptop computers
- Working knowledge of other core systems
- Knowledge of Bank Secrecy Act
- Knowledge of Reg CC holds
- Must be capable of climbing/descending stairs in emergency situations
- Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator
- Must be capable of regular, reliable, and timely attendance
- Must be able to read and carry out various instructions
- Must be able to follow oral instructions
- Must be able to speak clearly
- Must be able to deliver information in a logical and understandable sequence
- Must be able to perform basic mathematical calculations with extreme accuracy
- Must be able to deal calmly and professionally with numerous different personalities from diverse cultures
- Must be able to demonstrate highest levels of customer service and discretion when dealing with the public
- Must be able to perform responsibilities with composure under stress
- Must be able to effectively handle multiple, simultaneous, and changing priorities
- Must be capable of exercising the highest level of discretion on confidential matters
Desired Qualifications
- Some college level preferred
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