Contact Center Representative

The Contact Center Representative will provide world-class customer support through all member support channels, with a focus on first-contact-resolution and problem solving for account inquiries. The representative will also identify opportunities to deepen the member relationship by promoting and educating members around new products and services based on the member contact reason.

Requirements

• Provides world-class customer support through all member support channels with a focus on first-contact-resolution and problem solving for account inquiries.
• Identify opportunities to deepen the member relationship by promoting and educating members around new products and services based on the member contact reason.
• Based on experience, manages product/service inquiries of a more complex nature, i.e. Certificates, Individual Retirement Accounts, etc.
• Follows up on member inquiries that are not immediately resolved.
• Follows proper Contact Center policies and procedures when handling different topics.
• Suggests improvements and changes to processes and policies to improve productivity and members’ experience.
• Uses proven decision-making skills when handling exceptions to policies or procedures within assigned authority.
• Properly identifies, researches and resolves issues using multiple software applications.
• Participates in ongoing training programs and maintains up-to-date information and working knowledge of all Credit Union products, services and promotions.
• Coach, mentor, or train less senior representatives, as needed.

Benefits

• Competitive medical, dental, and vision insurance
• Mental health and wellness programs
• Employee performance incentive plan
• Merit-based salary increases
• 401(k) program with immediately vested employer match
• Generous holiday and vacation policies
• Exclusive TCU perks such as employee loan and credit card discounts