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Contact Center Specialist (Internal)
Closing Date: September 14, 2010
| Company: | The Paragon Group Careers
Olympia, WA |
| Job Location: |
Olympia, WA (Thurston County) |
| Employment Type: | Part Time |
| Department: | TwinStar Credit Union |
Description: | PURPOSE:
Provides quality member service while answering member phone calls regarding deposit and loan account inquires, Credit Union services, account transactions and statement inquiries. Provides problem-solving and cross-sells products and services.
ESSENTIAL FUNCTIONS:
Complies with established State and Federal regulations as they pertain to transactions/tasks performed and completes necessary paperwork as required by law (i.e., Suspicious Activity Report, Currency Transaction Report, etc.)
Sells and cross-sells all services to members to include but not limited to: VISA debit-credit, checking accounts, home banking, payroll, direct deposit, Billpayer, audio response and all loan products.
Meets set call and sales standards.
Promotes teamwork within the TeleService Center.
Opens and closes sub accounts, money market accounts and certificates via telephone.
Responsible for creating a professional and pleasant atmosphere for the member while on the telephone.
Takes responsibility for keeping abreast of procedural and policy changes within the Credit Union. Participates in outside education and internal training to keep skills fine-tuned.
Performs other duties as assigned by supervisor.
KNOWLEDGE, SKILLS & ABILITITES:
Knowledge of applicable State & Federal regulations.
Knowledge of all Credit Union products and services.
Knowledge of current products offered by competitors.
Knowledge of ACD system.
Skill in utilizing phone system.
Skill in communicating, listening, asking open-ended questions and paying attention to member needs.
Skill in the use of Credit Union services such as Billpayer, ATM, VISA, audio response, home banking.
Skill in time management and workload organization.
Skill in dealing effectively and politely with angry members and solving members problems.
Ability to cross-sell to members who are inquiring about their accounts or about the credit union's services.
Ability to quote blue book values, loan projections, and dividend projections.
Ability to teach members to use Credit Union services.
Ability to deal effectively and professionally with members who are experiencing difficulty with their accounts, e.g., NSF checking, account reconciliation.
Ability to display a positive and professional attitude and to demonstrate effective interpersonal skills.
DIFFICULTY & COMPLEXITY OF DUTIES:
Duties require an understanding of: Credit Union processing system, back office functions, lending programs and processes, deposit programs and processes and all member insurances.
A combination of interpersonal and communication skills are required to perform the tasks.
PHYSICAL ACTIVITIES & REQUIREMENTS OF THE POSITION:
Requires the ability to operate personal and mainframe computers, keyboard data entry calculators, facsimile, and telephone.
Requires the ability to regularly sit; use the hands and fingers, handle or feel objects
Requires the ability to reach with the hands and arms
Requires the ability to be at workstation for long periods of time.
Requires the ability to move around on smooth surfaces within facilities.
Requires the ability to use close vision and adjust focus.
Requires the ability to travel off site for training, conferences, meetings, and seminars.
Requires the ability to regularly talk, hear and speak well in person and via telephone.
Requires the ability to read, write, and communicate in English.
Requires the ability to frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Requires the ability to hear average or normal conversations and receive detailed information accurately.
DECISION MAKING & JUDGEMENT EXERCISED:
Makes decisions on waiver of fees and uses common sense judgment in carrying out duties. Responsible for reporting deviations from the daily schedule to TeleService Center Operations Supervisor.
DIRECT OR FUNCTIONAL SUPERVISORY RESPONSIBILITY:
None
SUPERVISION RECEIVED:
Is supervised by TeleService Center Operations Supervisor. Must be able to act on own judgment and initiative.
TRAINING & EXPERIENCE REQUIRED:
Position requires a thorough and full working knowledge of Credit Union policies, programs and processes. Position requires salesmanship and the ability to gain confidence of the member.
Must have previous telephone or teller experience. Must complete Sales & Service Class.
COMPLIANCE:
I agree to follow and comply with the State and Federal regulations as they pertain to my position.
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