Contact Center Representative I

Department: Communication Center Grade: 4

Reports To: Communication Center Manager Classification: Non-Exempt

Supervises Direct: None Supervises Indirect: None

Approved By: Effective Date: 01/01/2020

FLSA Basis: Administrative Revised Date: 08/13/2021

Role:

As the entry level position in the Contact Center, an individual in this role is primarily responsible for answering general incoming inquiries, including but not limited to phone, chat, website. This individual will maintain a strong knowledge of Credit Union products and procedures to provide outstanding member service and exhibit problem solving abilities that help achieve first-call resolution.

Essential Functions & Responsibilities:

E 70% Answer all general incoming inquiries. Maintain member account

security and accuracy. Provide information about products and services. Identify and offer cross- sell opportunities whenever possible. Resolve problems within authority guidelines. Escalate problems beyond authority guidelines to the appropriate supervisor.

E 20% Process loan payments. E 5% Assist other departments.

N 5% Performs other job-related duties required or assigned.

Performance Measurements:

1. Contribute to a cohesive, highly trained, motivated team sufficient to meet daily department demands.

2. Process transactions with a high level of accuracy, within error tolerances.

3. Maintain member account security and accuracy, following all applicable Federal, State and Credit Union regulations, policies, and procedures, including updating records and processing requests with minimal error.

4. Amplify member experience by providing prompt, informed, professional, and accurate service/support in alignment with established quality service guidelines.

5. Troubleshoot and resolve member and internal inquires accurately and promptly to accomplish first-contact resolution standards.

6. Resolve problems within authority guidelines; Escalate inquiries to the appropriate supervisor accurately when all measures within position authority have been attempted and issue resolution is not possible.

7. Respond promptly to all internal and external communications, including but not limited to, email, messages, and other correspondence.

8. Prompt preparation of relevant reports; ensuring accuracy and clarity in data, representation, and presentation.

9. Suggest enhancements to the processes and procedures of the department to achieve greater efficiency; Regularly report to leadership regarding departmental needs and key operational issues.

10. Develop and maintain a strong knowledge of Credit Union products, services, and procedures.

11. Lead by example, ensure compliance with all applicable Credit Union policies, procedures, regulations; including but not limited to, upholding integrity and transparency, maintaining a reliable record of attendance and timeliness, and keeping a professional work environment and businesslike appearance.

Knowledge and Skills:

Experience The role can be learned in hours, days, or weeks. Education A high school education or GED.

Interpersonal Skills Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion.

Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.

Other Skills Good listening and telephone skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to process work; and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies weighing up to 20 pounds.

Work Environment This job operates in a professional office environment within one of the credit union branches or its Headquarters. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position requires flexibility in day-to-day schedule as tasks may change based on department staffing; regular attendance and punctuality are also needed.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.