The Travis Credit Union (TCU) Contact Center is responsible for professionally managing member service inquiries via inbound calls, emails and live-chats in a high volume customer service environment. TCU Contact Center Representatives actively understand the value of a great member experience while expanding existing member relationships by identifying opportunities for additional credit union products and services. Profile:Provides world-class member support through all member support channels... more details
Description
Schedule will be M-F between the hours of 8:00am-7:15pm, with occasional Sat 8:15am-5:15pm,
40 hours/week Weekday off TBD
Summary: The Travis Credit Union (TCU) Contact Center is responsible for professionally managing member service inquiries via inbound calls, emails and live-chats in a high volume customer service environment. TCU Contact Center Representatives actively understand the value of a great member experience while expanding existing member relationships by identifying opportunities for additional credit union products and services.
Profile:
Provides world-class member support through all member support channels with a focus on first-contact-resolution and problem solving for account inquiries.
Identifies 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.
Coaches, mentors, and/or trains less experienced senior representatives, as needed.
Not all functions/tasks are listed above; however those listed are considered essential.
Required Skills:
Passionate about helping people, able to learn quickly and acquire the knowledge to assist members accurately.
Must be detail-oriented with above average active listening skills.
Proficient in MS Office products (Word, Excel, Outlook).
Strong interpersonal and professional written and verbal communication skills to handle inquiries and issues with tact and diplomacy.
Ability to interact with diverse groups of people and be a team player.
Ability to work in a fast-paced, team-oriented environment. Efficiently organize work priorities and accurately complete multiple tasks within strict timeframes with minimal supervision.
Ability to navigate multiple interdependent systems and tools.
Highly skilled at researching and effectively resolving issues in a timely manner.
Understands the requirements of the Bank Secrecy Act and ensures compliance
Reporting and Required Experience:
Reports directly to assigned Supervisor/Manager, Contact Center.
This position has no supervisory responsibilities.
HS Diploma or equivalent.
Minimum 4 years credit union/banking customer service experience and/or inbound call center experience.
Minimum 1 year of developmental/mentorship coaching experience.
Compensation: Base hourly starting range is commensurate with experience.
Grade 10: $24.22/hour - $29.91/hour
Our compensation philosophy is based on several factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, and key skills.
At Travis Credit Union, our priority is that our employees and their loved ones are provided with a Total Rewards program that insures their health and welfare safety which allows our employees to focus on the financial welfare of our members and the credit unions objectives. As such, Travis Credit Union offers a robust benefits package to our eligible employees, including competitive medical, dental, and vision insurance, mental health offerings, employee performance incentive plan, merit increases, 401(k) program with immediately vested employer match, generous holiday and vacation policy, and extensive TCU specific perks like employee loan and credit card discounts!
Travis Credit Union is an Affirmative Action Employer
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