Sun Community Federal Credit Union
Contact Center Representative II
Sun Community Federal Credit Union, El Centro, California, United States, 92243
Contact Center Representative II
DEPARTMENT:
Contact Center
FLSA:
Non-Exempt
EEO:
Administrative Support Worker
Salary Grade:
12
Salary Range:
$22.00-$30.59
POSITION REPORTS TO:
Digital and Contact Center Manager
SUPERVISORY POSITION:
No
People Vision : Our people create an environment that produces genuine empathy and feelings of care and concern for a better future and personal well-being to make us the only choice in the communities we serve... "Changing lives, because we care."
POSITION PURPOSE
The Contact Center Representative is responsible for providing exceptional member service, creating the experience our members will positively talk about with their neighbors! CCR will professionally handle a variety of member calls with confident knowledge of Credit Unions products and services giving appropriate support. CCR is a problem solver and solution maker...successfully resolving questions and concerns surrounding members account statements, loans, payments, automatic transfers, interest rates, and investment certificates. Completes and maintains related reports, records, and files. Cross sells Credit Union services and supports all functions within the Contact Center. The Contact Center is a fast pace team environment!
ESSENTIAL FUNCTIONS AND BASIC DUTIES:
Receives member telephone calls and empathically answers questions and complaints. Completes research and resolves documentation errors or discrepancies. Provides an overview of Credit Union policies, procedures, and programs as well as actively and appropriately cross sells Credit Union products and services to inbound calls from members. Provides basic information to members on accounts, payments, interest rates, blue book estimates, loan options, and savings programs. Performs basic maintenance functions including MasterCard payments and properly computes interest withdrawal penalties. Process stop payment orders, payroll deductions, automatic transfers to loans or other accounts/sub-accounts and orders checks for members' accounts. Processes loan applications and assist members with questions surrounding their loan application. Assists members with the enrollment, general process and password reset of Internet Account Access and Bill Payment Service. Receives and prepares documentation for wire transfer requests, processes share deposits and loan payments sent by mail. Completes monthly Call Center statistical reports. Assumes leadership role in the absence of the Call Center Manager and Supervisor. May perform supervisory functions as needed. When applicable, completes the Unusual Activity Report Form Obtains BSA training annually. PERFORMANCE MEASUREMENTS
Contact Center Representative functions performed with a passion for our extraordinary member experience. Delivering services efficiently, effectively, and accurately in accordance with policies, and security procedures. We are member/people focused! Member problems and complaints are empathically, promptly and professionally addressed and resolved. Demonstrate the ability to accurately deliver knowledgeable information to our members about Credit Union products and services that will be helpful for their financial needs. Able to work collaboratively with peers and leadership to deliver on CU's values, vision and strategies. Understands what's important and delivers accurate, timely and professional results.
QUALIFICATIONS
EDUCATION/CERTIFICATION: High school graduate or equivalent some college preferred.
REQUIRED KNOWLEDGE: Overall knowledge of Credit Union policies and procedures.
Basic understanding of loans, payment processes, and interest rates.
EXPERIENCE REQUIRED: At least 1 year of experience in member service at a full service financial institution.
SKILLS/ABILITIES: Excellent communication skills.
Ability to work effectively under pressure.
Ability to use a personal computer, relevant software including Microsoft Word or Excel.
Solid math skills and bookkeeping abilities.
WORKING CONDITIONS
NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well- constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
DEPARTMENT:
Contact Center
FLSA:
Non-Exempt
EEO:
Administrative Support Worker
Salary Grade:
12
Salary Range:
$22.00-$30.59
POSITION REPORTS TO:
Digital and Contact Center Manager
SUPERVISORY POSITION:
No
People Vision : Our people create an environment that produces genuine empathy and feelings of care and concern for a better future and personal well-being to make us the only choice in the communities we serve... "Changing lives, because we care."
POSITION PURPOSE
The Contact Center Representative is responsible for providing exceptional member service, creating the experience our members will positively talk about with their neighbors! CCR will professionally handle a variety of member calls with confident knowledge of Credit Unions products and services giving appropriate support. CCR is a problem solver and solution maker...successfully resolving questions and concerns surrounding members account statements, loans, payments, automatic transfers, interest rates, and investment certificates. Completes and maintains related reports, records, and files. Cross sells Credit Union services and supports all functions within the Contact Center. The Contact Center is a fast pace team environment!
ESSENTIAL FUNCTIONS AND BASIC DUTIES:
Receives member telephone calls and empathically answers questions and complaints. Completes research and resolves documentation errors or discrepancies. Provides an overview of Credit Union policies, procedures, and programs as well as actively and appropriately cross sells Credit Union products and services to inbound calls from members. Provides basic information to members on accounts, payments, interest rates, blue book estimates, loan options, and savings programs. Performs basic maintenance functions including MasterCard payments and properly computes interest withdrawal penalties. Process stop payment orders, payroll deductions, automatic transfers to loans or other accounts/sub-accounts and orders checks for members' accounts. Processes loan applications and assist members with questions surrounding their loan application. Assists members with the enrollment, general process and password reset of Internet Account Access and Bill Payment Service. Receives and prepares documentation for wire transfer requests, processes share deposits and loan payments sent by mail. Completes monthly Call Center statistical reports. Assumes leadership role in the absence of the Call Center Manager and Supervisor. May perform supervisory functions as needed. When applicable, completes the Unusual Activity Report Form Obtains BSA training annually. PERFORMANCE MEASUREMENTS
Contact Center Representative functions performed with a passion for our extraordinary member experience. Delivering services efficiently, effectively, and accurately in accordance with policies, and security procedures. We are member/people focused! Member problems and complaints are empathically, promptly and professionally addressed and resolved. Demonstrate the ability to accurately deliver knowledgeable information to our members about Credit Union products and services that will be helpful for their financial needs. Able to work collaboratively with peers and leadership to deliver on CU's values, vision and strategies. Understands what's important and delivers accurate, timely and professional results.
QUALIFICATIONS
EDUCATION/CERTIFICATION: High school graduate or equivalent some college preferred.
REQUIRED KNOWLEDGE: Overall knowledge of Credit Union policies and procedures.
Basic understanding of loans, payment processes, and interest rates.
EXPERIENCE REQUIRED: At least 1 year of experience in member service at a full service financial institution.
SKILLS/ABILITIES: Excellent communication skills.
Ability to work effectively under pressure.
Ability to use a personal computer, relevant software including Microsoft Word or Excel.
Solid math skills and bookkeeping abilities.
WORKING CONDITIONS
NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well- constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.