Contact Center Representative

The⠀primary⠀responsibilities⠀of the⠀Contact⠀Center⠀Representative⠀(CCR) are⠀to answer⠀incoming⠀calls as⠀they are⠀presented,⠀identify⠀needs and⠀resolve⠀member⠀requests.⠀This⠀includes⠀but is not⠀limited⠀to;⠀assisting⠀with⠀member⠀transactions,⠀answering⠀general⠀questions⠀or⠀inquiries,⠀product⠀information,⠀troubleshoot⠀and⠀research⠀member⠀concerns,⠀and⠀directing⠀calls to⠀the⠀appropriate⠀departments.⠀This role⠀provides⠀members⠀with the⠀highest⠀level of⠀service⠀available⠀in an⠀efficient⠀and⠀courteous⠀manner⠀while⠀striving⠀for a⠀first call⠀resolution.⠀The⠀Contact⠀Center⠀Representative⠀(CCR) must⠀be willing⠀to work⠀flexible⠀schedules⠀to⠀accommodate⠀the hours⠀and⠀business⠀needs of⠀the⠀Contact⠀Center.

• Answer⠀incoming⠀calls,⠀properly⠀verify⠀caller⠀according⠀to Credit⠀Union⠀policies⠀anddetermine⠀the⠀callers⠀needs in⠀an effort⠀to resolve⠀their⠀request in⠀an⠀efficient⠀manner⠀whileachieving⠀key⠀performance⠀indicators.
• Identify⠀products/services⠀that are⠀beneficial⠀to members⠀and⠀provide⠀information⠀aboutthe⠀added⠀value⠀these⠀additional⠀services⠀offer.
• Perform⠀member⠀transactions⠀with a⠀high level⠀of⠀accuracy,⠀including⠀but not⠀limited⠀to,⠀thetransfer⠀of funds⠀between⠀accounts⠀and/or⠀loans,⠀stop⠀payments,⠀card⠀management,⠀accountreconciliation,⠀disputes,⠀address⠀changes,⠀over the⠀phone⠀payments,⠀and⠀conduct⠀research⠀asnecessary⠀to ensure⠀a one call⠀resolution.
• Educate⠀members on⠀self-serve⠀products⠀such as⠀Online and⠀Bill Pay⠀Services⠀and assist⠀inthe⠀enrollment⠀process.
• Provide⠀additional⠀testing⠀and⠀guidance⠀on new⠀projects⠀or⠀processes⠀within the⠀ContactCenter⠀Team to⠀support⠀the member⠀experience⠀and⠀efficiencies⠀of the⠀organization.
• Must⠀comply⠀with⠀applicable⠀laws and⠀regulations,⠀including⠀but not⠀limited⠀to, the⠀BankSecrecy⠀Act, the⠀Patriot⠀Act, and⠀the Office⠀of Foreign⠀Assets⠀Control.