Part Time - Contact Center Representative
On-siteDover, Delaware, United States
Job Summary
Receive member telephone questions and complaints professionally, resolving issues regarding products, services, and account transactions like transfers and loan payments. Guide members on improving their financial lives using online and mobile technology while actively cross-selling Credit Union services. Complete and maintain related reports, records, and files, forwarding complex problems to supervisors as needed. Work in-person on Saturday shifts in a fast-paced environment, ensuring accurate documentation and adherence to Bank Secuity Act regulations. Maintain a clean, secure work area and coordinate effectively with coworkers and management to uphold the Credit Union's professional reputation.
Required Qualifications
- High school graduate or equivalent
- At least 1 year of experience in contact center environment
- General knowledge of Credit Union products, policies, and procedures
- Basic understanding of loans, payment processes, and interest rates
- Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our members' financial lives
- Fully understands how life events can impact a client's financial situation and is prepared to actively advise solutions and analyze/resolve complex member problems through creative solutions
- Has a commitment to excellent attendance and proven reliability and can work the agreed upon schedule
- Has a dependable team-player attitude with an understanding that calls must be handled immediately, including weekends
- Communicates effectively and confidently with all members to make their financial lives better
- Has the ability to engage with members – begin a conversation, anticipate questions, actively share information using plain language, build rapport and handle objections
- Ability to use a personal computer and related software applications including Microsoft Word or Excel
- Basic mathematical skills
- Ability to manage multiple tasks simultaneously
- Attention to detail
- Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
- Average Hearing: Able to hear average or normal conversations and receive ordinary information
- Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery
- Physical Strength: Sedentary work; sitting most of the time; exerts up to 10 lbs. of force occasionally
- Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables
- Ability to perform basic math skills including adding, subtracting, multiplying, and dividing two digit numbers; the four basic arithmetic operations with money; and to use decimals to compute ratios and percent
- Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation
- Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs
- Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary
- Saturday shifts
- Working in-person at all times
Desired Qualifications
- preferably in a financial institution
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