Contact Center Specialist

E-Branch Member Solutions Associate II

Category of Employment

Full Time; non-exempt.

Grade 5

Position Purpose

To assist members over the phone with their financial transactions and identify products and services that will enhance the member relationship.

Reporting Relationships

This position reports to the Contact Center Manager.

Essential Functions and Accountabilities

Provide service by answering incoming calls and conducting member service transactions over the phone if needed
Receive and process transactions as noted.
Provide general credit union information.
Cross-sell all credit union services as appropriate.
Identify member financial needs and offer products, services and solutions to meet those needs, including added-convenience products, sales referrals, and alternate access channels.
Provide excellent member service.
Handles mail payments and deposits.
Assist other departments when necessary.
Assure proper maintenance, cleanliness, and security of work area, desk, equipment, etc.
Perform other duties as required by supervisors.

Performance Expectations

To exceed the established individual goals each month
To meet/exceed credit union service standards including standards for phone call answer rate
To troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
To provide informed, professional and accurate service and support to all members and associates.
To maintain a dependable record of attendance and timeliness.
To maintain a professional, courteous, and friendly atmosphere for members and co-workers.
To process online applications and return member calls within a reasonable amount of time as established by the Supervisor

See also