Promotes SSFCU products and services to existing and potential members while providing outstanding service through all contact channels. Offers guidance and support to foster a long term, full service relationship, and follows Member Contact Center standards, processes, established policies, and procedures when processing various transactions and inquiry requests. Provides support to MCC agents with escalated member situations, ensuring the best possible solution for the member and the credit union is achieved. Provide a high level of service to our members by providing consistent, friendly, personalized service to each caller. Demonstrates solid knowledge in Officer Level Skills as well as proficiency in the Assist and Escalation skills. Thoroughly and consistently processes member transactions/requests in an efficient and accurate manner within all established processes and procedures while following all applicable regulations and making exceptions when appropriate. Supports SSFCU’s vision to expand and build member relationships in possessing advanced knowledge of SSFCU products and services. Recommends products and services that align with member needs and enhance the member experience, contributing to our growth and profitability. Consistently demonstrates a business owner mentality and actively engaging in and fostering a teamwork environment. Provides suggestions for improvement and performs leadership functions. Proactively leads, teaches, and mentors fellow peers. Demonstrates empowerment through confidence and a strong ability to make decisions, balancing the best interest of our membership and credit union. Completes any other job related duties needed to help drive to our Vision, fulfill our Purpose, and abide by our Organization’s Values.

Qualifications

High school diploma or equivalent. Minimum of three (3) years of call center or financial institution or comparable experience in cash handling, customer service, or sales. Supports SSFCU's vision to expand and build member relationships with a thorough level of knowledge of SSFCU products and services. Recommends products and services to enhance the member experience that will contribute to our growth and profitability. Demonstrates a positive, professional and business owner mentality. Actively engages and participates in a teamwork environment. Demonstrates increasing levels of empowerment through confidence and decision making with less dependence on Supervisors for solutions that balance the interest of our membership and the credit union. High level of interpersonal skills, including excellent verbal communication skills, a clear speaking voice, and good writing skills. Able to operate a personal computer and good knowledge of Word, Excel, and Internet. Assumes and develops Officer level skills and increases knowledge in order to foster professional growth and additional responsibilities.

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Call Center Representative