Call Center Representative

Great NorthWest Federal Credit Union; Aberdeen (WA); On-site; USD 25,000 - 32,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Employee assistance program

Health insurance

Health savings account

Life insurance

Paid time off

Parental leave

Referral program

Vision insurance

Job summary

Great NorthWest Federal Credit Union is seeking a Call Center Member Service Representative to liaise with current and prospective members. You will resolve inquiries, process transactions, and upsell services while maintaining high member satisfaction.

The role reports to the Call Center Supervisor and Lead, with ongoing training and performance goals in a fast-paced office setting. Prior customer service and sales experience is preferred; bilingual skills are a plus.

Qualifications

• This is an entry level MSR1 role; pay rate depends on experience.
• High school diploma or equivalent; effective communication in public, often under stress.
• Experience in sales, customer/member service and phone etiquette.

Responsibilities

• Provide outstanding member service and satisfaction.
• Manage inbound/outbound calls, texting and chat lines promptly.
• Identify member needs, research issues, and provide solutions.
• Perform routine member transactions accurately.
• Upsell products and services when opportunities arise.
• Build relationships and go the extra mile for members.
• Keep records for follow-up calls or investigations.
• Attend trainings to improve knowledge and performance.
• Meet personal and team sales/quality goals.
• Explain CU services, accounts, policies, rates, and hours.

Skills

Member support experience

Phone & text communication

Active listening

Multi-line phone systems

Sales target achievement

Time management

Text/Video/Chat support

Education

High school diploma or equivalent

Job description

We are looking for a Call Center Member Service Representative that will be the liaison between our credit union and it's current and potential members. The successful candidate will be able to accept ownership for effectively solving member issues, complaints and inquiries, keeping member satisfaction at the core of every decision and behavior.

Reports to:

Call Center Supervisor and Call Center Lead

Note:Statements included in this description are intended to reflect, in general, the duties and responsibilities of this position and are not to be intended as being all inclusive. Nothing in this job description is intended to be and nothing in it should be construed to be a contract of employment, expressed or implied.

Duties and Responsibilities:

1. Provides an outstanding level of member service and member satisfaction.

2. Manage large amounts of inbound and outbound calls, texting and chat lines in a timely manner.

3. Identify members' needs, clarify information, research every issue and provide solutions and/or alternatives.

4. Perform routine member transactions, including but not limited to deposits, loan payments and transfers, entering them accurately on the system.

6. Seize opportunities to upsell products and services when they arise.

7. Build sustainable relationships and engage members by taking the extra mile.

8. Keep records of all information needing a follow-up call or investigation.

9. Frequently attend educational trainings to improve knowledge and performance level.

10. Meet personal/team qualitative and quantitative sales goals.

11. Provide routine information on CU services and policies, including eligibility for membership, types of CU accounts, insurance on loans, general information on loan policies & interest rates, current dividend rates, locations, office hours and telephone numbers.

12. Will be partially responsible for the department security.

13. Learning and helping co-workers with all duties taken care of by the Phone Center and other staff members, to be able to fill in when necessary.

14. Ongoing training and development.

Skills

• Previous experience in a member/customer support role.
• Track record of over-achieving sales and service goals.
• Strong phone, texting and online verbal communication skills along with active listening.
• Familiarity with multi-line phone systems and practices.
• Member focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Text, video and chat support of all services and functions.

Knowledge, Skills and Abilities desired:

This is an entry level, Call Center MSR1, pay rate depends on experience. High school diploma or being worked on or an equivalent. Effective communication skills and the ability to work successfully with the public in a frequently stressful environment. Experience in sales, customer/member service, and phone etiquette. Employees of the Credit Union must possess mobility and stamina to work in a standard office setting. Employee must be able to use standard office equipment. At times some employees may have to lift items up to 30 pounds. Part of the job requirements may include the need to stand or sit for long periods of time. Some employees may need the ability to raise arms above their head. Employees should have adequate hearing and speech to communicate with our members and/or staff on the phone. This statement is not all inclusive of the physical requirements but is in general, covering most areas of the credit union. The Credit Union will make every effort to provide reasonable accommodations to an employee with a physical, mental or sensory disability in order to allow that employee to perform the essential functions of his or her job.

Job Type:

Full-time

Pay:

$18.00 - $23.00 per hour

• 401(k)
• 401(k) matching
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer Service: 1 year (Preferred)

Language:

• Spanish/English (Preferred) not required.