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Contact Center Representative (Administrative)

Company: First Citizens' Federal Credit Union
Location: Fairhaven
Posted on: May 3, 2021

Job Description:

Contact Center Representative (Administrative) JOB SUMMARY Provide exceptional service by responding to routine and complex member and branch inquiries through a variety of communication channels. Ensure accurate information is provided in a courteous, professional, and efficient manner while maintaining the quality and quantity of work performed at acceptable levels. ESSENTIAL FUNCTIONS- Listed below are some of the essential functions to carry out this job. Respond to telephone calls, email, chat, mail, and other forms of inquiries from members, branches, and business partners while utilizing listening skills and open-ended questions to identify member needs. Open deposit accounts, assist with loan applications, and perform deposit and loan account maintenance by phone, internet, and mail. Achieve set sales, service, and productivity goals. Participate in outbound sales campaigns performed to prospects or members and meet sales/conversion goals set for each campaign. Maintain working knowledge of Credit Union products, services, policy and procedures including online banking, mobile banking, bill pay, business banking, cash management, branch operations, debit card maintenance, loan and deposit accounts. Ensure confidentiality within all areas of responsibility. Cross sell and promote credit union products; including deposit and loan products, insurance offerings and business services. Adherence with credit union policies that could be amended from time to time. Follow all procedures pertaining to the Credit Union's policies of BSA, USA Patriot Act, and OFAC. Attend training'swhen available and to keep abreast of all information regarding changes and updates. Report to Management any acts of disregard to these policies. Successfully complete all company required and job specific training. Perform additional duties as required. QUALIFICATIONS, EDUCATION REQUIREMENTS AND PREFERRED SKILLS High school diploma or equivalent. One year customer service experience preferred. Ability to cross sell products and services. Knowledge of credit union products and services. Excellent interpersonal skills. Organizational skills with the ability to prioritize multiple tasks and responsibilities. Proficient with Microsoft Office suit including Work, Excel, PowerPoint & Outlook. Bilingual (Spanish and/or Portuguese) a plus. Working Conditions The work environment characteristics described here are representative of those the team member encounters while performing the essential functions of this job. Physical Demands Efforts This function requires moderate standing, walking and sitting. Will be sitting while performing computer data entry functions. Position does not involve climbing or crawling but may on occasion kneel/squat. Requires lifting and moderate carrying of items up to 25 pounds such as a banker's box. Ability to operate normal office equipment such as, telephone, copy machine, fax, scanner, and computer. Mental & Visual Demands Specific vision abilities required by this job include: close vision and ability to adjust focus Work Environment This position typically works in an office environment. Noise is moderate and typical of conversations and office equipment. Americans with Disabilities Act First Citizens' Federal Credit Union complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment. The company will provide reasonable accommodations that do not cause an undue hardship. Additional Notes Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time; This job description is subject to change at any time Part-Time Schedules: #1 MONDAY In: 9:00 AM Out: 2:30PM TUESDAY In: 9:00 AM Out: 2:30 PM WEDNESDAYOFFTHURSDAY In: 8:15 AM Out: 3:00PM FRIDAY In: 8:15 AM Out: 3:00 PM SATURDAY In: 8:00 AM Out: 1:15 PM #2 MONDAY In: 12:00 PM Out: 6:15 PM TUESDAYOFFWEDNESDAY In: 12:30 PM Out: 6:15 PM THURSDAY In: 12:30 PM Out: 6:15 PM FRIDAY In: 12:00 PM Out: 6:15PM SATURDAY In: 7:30 AM Out: 1:15 PM

Keywords: First Citizens' Federal Credit Union, New Bedford , Contact Center Representative (Administrative), Other , Fairhaven, Massachusetts

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