Contact Center Rep.

The Atlantic Federal Credit Union; Springfield (NJ); On-site; USD 33,000 - 45,000; Full time

Benefits offered by this job

Competitive pay

Incentive pay

Medical/dental/prescription coverage

401(k) match

Generous PTO

Product discounts

Volunteer PTO

Tuition assistance

Educational opportunities

Job summary

The Atlantic Federal Credit Union in Springfield, NJ seeks a Staff Member to provide personalized banking services to members, build strong relationships, assess needs, and cross-sell Credit Union products. This role involves extensive telephone interactions with members and collaboration with the management team.

Responsibilities include handling inquiries via telephone and correspondence, researching issues, delivering high-quality service, and supporting call queue management while using

Qualifications

• Minimum high school diploma or GED equivalent.
• At least two years in a financial institution with similar functions.
• Strong interpersonal, oral and written communications with active listening and a positive attitude.
• Proficient in computer skills and able to learn new software as required.

Responsibilities

• Provide courteous service and information to members via telephone, mail, and other correspondence.
• Research and resolve member inquiries and issues; escalate when needed to appropriate departments.
• Apply a consultative approach to cross-selling Credit Union products and services based on member needs.
• Facilitate servicing requests and transactions on member accounts.
• Be comfortable using virtual chat tools to assist members.
• Meet call queue management expectations and ensure service quality across shifts.

Skills

Interpersonal communication

Active listening

Positive attitude

Education

High school diploma or GED

Tools

Microsoft Office Suite

Job description

Description

Staff Member’s Role: Work with the management team and co-workers to fulfill the Credit Union’s mission. Commit oneself to working to the best of your ability in both an individual and team environment.

Job Summary

Provide personalized banking services to members. Develop and maintain strong member relationships, assess needs, and sell Credit Union products and services. Ensures the highest level of quality service is provided to existing and potential members. This position involves extensive telephone interactions with members.

Essential Functions

Serving our members and prospective members by providing service and information in a pleasant, efficient manner via telephone, mail, and other correspondence, including:

• Field and facilitate various member inquiries and requests, ensuring the highest level of satisfaction throughout each and every interaction.


• Research and facilitate member inquiries and issues across all Credit Union accounts, services and products. Escalate as needed to appropriate departments.


• Consistently apply a consultative approach to cross-selling additional Credit Union products and services; identify member needs during interactions, and offer appropriate solutions.


• Facilitate and/or perform various servicing requests and transactions on member accounts.


• Knowledge of how virtual chat works and is comfortable with using it


• Meet and maintain required expectations to ensure proper call queue management through various changes in capacity (i.e.: adherence to work/break schedule, number of calls, duration of calls, availability in queue, call quality, etc.

• competitive pay


• target incentive


• medical / dental / prescription coverage


• 401(k) plan (with up to 6% match)


• generous paid time off


• eligible for discounts on our products and services


• earn paid time off for volunteering


• educational and developmental opportunities


• access to our formal Tuition Assistance Program

Requirements

• Minimum high school diploma or GED equivalent.


• At least two (2) years in a financial institution with similar job functions.


• Strong interpersonal skills (oral and written communications), active listening, positive attitude.


• Proficient in computer skills (i.e. Microsoft Office Suite) with the ability to learn new software as required.