Contact Center Representative 1-Bilingual

Develops positive relationships with internal and external members, exhibiting the Credit Union’s core values to enhance membership growth and loyalty while meeting the member’s financial needs. Effectively analyzes all available information to identify and recommend the best products and services in order to exceed member expectations. Works effectively in a fast-paced environment with a variety of demands.

Job Duties:

• Assist members with any account related services
• Exceed members’ expectations through efficient, proactive and accurate service to ensure superior member service via a variety of delivery channels
• Provide a superior member experience by:
• Actively listening to and assessing the needs of the member
• Explaining the features and benefits of targeted products and services
• Offering targeted solutions to meet the member’s needs
• Focusing on phone availability to ensure we are assisting members as efficiently as possible
• Recognize and act upon potential membership and service opportunities to promote membership growth and loyalty
• Uphold the Credit Union’s compliance with the Bank Secrecy Act (BSA), which includes compliance with the Customer Identification Program and anti-money laundering policies and procedures
• Report unusual or suspicious activity in writing to the Legal and Compliance Department
• Ensure member and Credit Union information is treated with utmost confidence and security, including adherence to member identification and shred procedures, to support the Credit Union’s core purpose of being the member’s trusted partner
• Observe and communicate in a timely manner all potential risks to ensure the safety and security of the members and employees
• Contribute to a productive, team-oriented work environment while meeting all established goals and metrics, and operating within the Credit Union’s core values
• Develop and maintain up to date and thorough knowledge of Sunward policies, procedures, systems and processes
• Able to work in a fast-paced environment, successfully meeting service level agreements
• Complete annual BSA and OFAC training
• Perform other related duties as assigned

Experience and Knowledge:

• Minimum one year’ customer service experience. Prior financial institution and/or contact center experience preferred.
• Thorough knowledge of Credit Union products and services, features, and benefits.
• Exhibits ability to cross-sell effectively.
• Demonstrated sales skills and a willingness and ability to apply those skills on the job through incoming member calls and outbound follow-up calls.
• Proficient with the use of personal computer applications. Demonstrates ability to learn and effectively utilize in-house programs and third-party software.

Education:

• High school diploma or GED equivalent.

Interpersonal Skills:

• Possesses strong interpersonal skills. Demonstrates daily the Credit Union’s commitment to maintaining a close and caring touch with its members.
• Able to handle difficult situations and persons in a positive and professional manner, exhibiting empathy and understanding.
• Able to formulate creative solutions that strengthen the Credit Union’s relationship with members.
• Functions effectively within a team environment.

Communication:

• Possesses strong verbal/written communication skills.
• Demonstrates excellent telephone etiquette. Must be able to establish rapport with members over the phone.
• Able to explain financial concepts, policies and procedures clearly and succinctly to others.

Other Skills:

• Demonstrated ability to ensure that documentation produced is accurate and meets all organizational guidelines and policies.
• Exhibits problem-solving skills; identifies and resolves problems in a timely manner and gathers/analyzes information skillfully.
• Maintains high standards in accuracy, adaptability, and initiative.
• Demonstrates excellent organizational and time management skills; able to handle/prioritize multiple tasks effectively.