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OnPoint Community Credit Union · 15 hours ago

Contact Center Representative I

Clackamas Contact Center, 11750 SE 82nd Ave, Portland, Oregon, United States of America

Full-time

Onsite

Entry Level

$22.25/hr - $22.25/hr

1+ years exp

OnPoint Community Credit Union is a not-for-profit financial institution that is member-owned. They are seeking a Contact Center Representative to handle in-bound calls and emails, providing exceptional customer service and support for various financial services and needs.

BankingConsultingFinancial ServicesInsurance

Comp. & Benefits

Responsibilities

Effectively communicates with members and colleagues on general and complex inquiries and skillfully use customer service skills to find resolutions and answers to inbound calls and emails. Identifies solutions leading to the retention and the building of member relationships while consistently maintaining a high level of customer service

Exceeds customer service standards while maintaining peer average call volume

Answer all inbound calls by welcoming callers in a polite, friendly and professional manner. Continue great customer service throughout the phone call by thanking caller by name, demonstrating interest and willingness to help, projecting energy in tone, being friendly and genuine and ensuring callers’ needs are fulfilled

Effectively handle high inbound call volume while representing Credit Union in a friendly and professional manner while providing exceptional customer service to Members

Answers questions, troubleshoots requests and brings appropriate resolution to account problems

Maintains knowledge of all products, services, and processes offered by the Credit Union to effectively build member relationships and provide superior customer service

Refers financial products and services and meet established referral goals set by Contact Center Manager

Understands the practices of various support departments and the overall impact on customer service and the work flow

Is knowledgeable of and adheres to established policies, procedures and processes and exercises appropriate approval authority

May assist in training new and existing employees, in conjunction with Contact Center management and the Training Department

May perform outbound calling to build member relationships

Perform other duties as assigned