Contact Center Specialist

AmFirst; Birmingham (AL); On-site; USD 35,000 - 45,000; Full time

Job summary

A financial institution in Birmingham seeks an enthusiastic Customer Service Representative to assist members with their inquiries via telephone. The role involves troubleshooting digital banking issues, maintaining records, and providing recommendations on services. Applicants should have a high school diploma and 1-3 years of relevant experience, demonstrating good listening and interpersonal skills to ensure a positive customer experience. Join a solid team focused on member satisfaction and compliance.

Qualifications

• 1 to 3 years of similar or related experience.
• Ability to navigate through multiple computer systems.
• Capable of making decisions with minimum information.

Responsibilities

• Assist members with telephone requests and product inquiries.
• Help members with digital banking solutions and basic troubleshooting.
• Maintain records in core systems and manage electronic forms.

Skills

Good listening skills

Telephone skills

Conflict resolution

Interpersonal communication

Education

High school education or GED

Job description

Corporate Downtown
1200 4th Avenue North
Birmingham, AL 35203, USA

Responsibilities

• Assist current and potential members with their telephone requests, including answering questions about products and services, resolving issues within their authority through research or referring problems beyond their scope to their supervisor, along with providing recommendations.
• Help members with digital banking solutions, perform basic troubleshooting, and escape complex issues when necessary.
• Responsible for maintaining records in the core systems and managing the processing of electronic forms.
• Provide assistance with card services, transfers, loan payments, and all account maintenance tasks.
• Identifies cross‑sell opportunities and cross‑sells services to members.
• Performs other job‑related duties required or assigned.

Performance Measurements

• Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
• Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
• Efficiently address and resolve member requests and issues at first contact when possible.
• Process transactions accurately and use active listening to provide effective solutions.
• Proactively recommend beneficial products and services, such as eStatements and self‑serve options, to eligible members.
• Contribute to the overall Call Center Quality Loop score of 6.85 or higher by consistently delivering exceptional member experience.

Knowledge and Skills

Experience: One year to three years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: The work involves much personal contact with others inside and/or outside the organization for the purpose of first‑level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills: Good listening and telephone skills.

Ability to navigate through multiple computer systems.

Operate a 10‑key calculator, a computer keyboard, and multiple computer screens.

Make decisions with minimum information.

Physical Requirements: Light lifting required.

Preferred Qualities

• Enthusiastic: Shows intense and eager enjoyment and interest.
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well.
• Dedicated: Devoted to a task or purpose with loyalty or integrity.
• Self‑Starter: Inspired to perform without outside help.
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals.
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization.

Education

Experience

Licenses & Certifications

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.