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Family Trust Federal Credit Union · 4 months ago

Contact Center Consultant I

Rock Hill, South Carolina, United States

Full-time

Onsite

New Grad, Entry Level

0+ years exp

Family Trust Federal Credit Union is seeking a Contact Center Consultant I to provide exceptional service to members through various electronic channels. The role involves answering inquiries, resolving problems, and cross-selling credit union products while maintaining member privacy and compliance with regulations.

CreditFinancial ServicesNon Profit

Responsibilities

Receive incoming member calls, emails and chats, determine the nature of their request, and make every reasonable attempt to answer the inquiry, to complete the request, or to resolve the problem in a timely manner and without transferring the member to another department

Provide basic member service as requested to include but not limited to: Maintain member privacy and accurately authenticate member before providing services; Answer general member account inquiries concerning share and loan accounts; Process requests for stop payments, copies of share drafts, and copies of statements; Process member requests for withdrawals, transfers between accounts, and loan payments; Assist members with new or maturing share certificates; Process the necessary warnings and account blocks when a member reports a lost or stolen checkbook, ATM card, Visa credit card or Visa debit card; Assist members with debit card and credit card related questions

Conduct the necessary research to resolve member problems and complaints, to include timely and complete follow through, accurate documentation and resolving the issue to the member’s satisfaction

Cross-sell credit union products and services through Synapsys based upon the needs and requests of the member, to include actively persuading members to use more on-line electronic services

Performs other job-related duties as assigned

Maintain knowledge of and comply with all BSA related regulations and internal policies and procedures

Qualification

Credit union products knowledgeMember service skillsAnalytical problem solvingAutomated data processingListening skillsTelephone skillsMulti-tasking abilityInterpersonal skills

Required

Minimum six months of similar or related experience

A high school education is required, with additional education desired

Excellent written and oral communication skills to include delivering outstanding member service by telephone and chat

Ability to make decisions which are consistent with credit union policy without compromising our mission and core values

Analytical, problem solving and decision-making skills to include research and the ability to follow through on problems until resolved

Ability to handle multiple tasks concurrently

Extensive knowledge of all credit union products

Complete required annual training and adhere to all security procedures and regulatory guidelines

Participate in continuing education through training programs as assigned

Good listening and telephone skills

Experience with automated data processing systems including PC, software programs and mainframe system

Ability to multi-task, adjust to change, and have ability to use discernment and good judgement when making exceptions without compromising our mission and core values

Ability to recognize and act upon sales opportunities

A strong commitment to continued education

Remain calm in fast paced, high volume conditions