Call Center Representative

Essential Duties and Responsibilities:

- Handle a large volume of inbound and outbound telephone calls while providing courteous and personal service.

- Take ownership of every member interaction supporting first call resolution.

- Provide accurate, valid and complete information by using the correct procedures and available tools.

- Follow communication procedures, guidelines and policies.

- Handle member complaints, providing appropriate solutions.

- Adhere to established security procedures when verifying members prior to addressing their call.

- Carefully review member profile on core data and workflow computer system to reference member sales or service records to identify any previous issues that might assist with resolving their call.

- Analyze member needs, match services and loan products as needed, and promote automated services. Refer new accounts, new suffixes, and complete applications for automated services based on member needs.

- Provide detailed information to members on all Credit Union promotions and special account offerings.

- Respond to members' questions; resolve both financial and non-financial account discrepancies.

- Update member records with details of the call and the response.

- Meet specific, measurable service goals and handle multiple call queues.

- Adhere to and uphold all policies and procedures of the credit union.

- Correct errors on member's accounts; calculate penalties and dividends, when required.

- Review account memos to ensure they are current and applicable.

Requirements

- Proficiency in operating call center systems and handling customer inquiries effectively.

- Demonstrable experience in a call center customer service setting.

- Exceptional communication skills, both written and verbal, to clearly address customer issues.

- Strong problem-solving skills to identify customer needs and provide appropriate solutions.

- Ability to work under pressure, manage high call volumes, and maintain a positive attitude.

- Proficiency in using computer systems, including Microsoft Office Suite and CRM software.

- Excellent interpersonal skills to build rapport with customers and provide a positive experience.