Contact Center Rep 1 /FT/Onsite/Nashua

Triangle-Credit-Union; Nashua (NH); On-site; USD 38,000 - 46,000; Full time

Job summary

Triangle Credit Union in Nashua is seeking a Contact Center Representative I for full-time onsite work. You will handle a high volume of calls, assist members with transactions, and promote products to meet sales goals.

You will also input online applications, respond to inquiries promptly, and maintain strict confidentiality of member data. The role requires 1–3 years of related experience and a high school diploma or GED, with bilingual Spanish preferred.

Qualifications

• 1–3 years experience in a similar role is preferred.
• Experience in a contact center environment is preferred.
• Previous member/customer service experience is required.

Responsibilities

• Welcomes members via telephone and completes transactions with accuracy.
• Handle a large volume of inbound and outbound calls professionally.
• Process banking transactions and input loan applications as needed.
• Promote products and services to meet sales goals.
• Respond to emails and chats the same day and assist virtual branch needs.
• Maintain confidentiality of member information and stay current on products.

Skills

Experience 1-3 years

Contact Center

Customer Service

Education

High school diploma or GED

Higher education a plus

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Contact Center Rep 1 /FT/Onsite/Nashua

Essential Functions & Responsibilities

• Welcomes members (via telephone) and completes transactions, within a reasonable period of time; with accuracy and equally sharing workload with other CCR's, while embracing and using the "Service Strategies" concepts. Opening accounts for new members and working to identify their perceived and unperceived needs, while maintaining absolute confidentiality, in regard to internal and external member information.
• Professionally handle a large volume of inbound and outbound telephone calls.
• Handle member account transactions with accuracy and a sense of urgency.
• Work collaboratively with all internal members to resolve member inquiries in a timely and efficient manner.
• To respond to all telephone and/or E-mail correspondences on the same day as they are received. Promote products and services via Sales Strategies, to meet or exceed department and company objectives; cross-selling.
• On-line chat and e-mails, accurately input consumer loan applications (with assistance), answer basic questions, analyze credit reports, process banking transactions, quoting payoffs, setting up membership via on-line applications, troubleshooting on-line banking issues and set ups, and any job functions a "virtual branch" would handle.
• Remain current, regarding TCU Products and Services, by previewing information provided. Seeking answers about such products and services and by participating in on-going training. Using knowledge of TCU products, services, and knowledge of operations to maintain and grow the membership by applying Sales Strategies that lead to, increased member loyalty through the use of both Service and Sales Strategies. Meet annual sales goal and maintain absolute confidentiality regarding member information.
• Performs other duties, as assigned.

Knowledge and Skills

• Experience * One year (1) to three (3) years of similar or related experience
• * Experience in a Contact Center Environment, preferred
• * Previous Member/Customer Service, required

Education

A high school education or GED

Higher education, a plus

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others, inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, and/or soliciting cooperation.

Other Skills

• Sales Acumen
• Strong Computer Skills
• Good Communication Skills
• Multitasking
• Problem-Solving Skills, essential
• Organizational Skills
• Attention to Detail
• Basic Math Skills
• Ability to work independently and/or part of a team
• Bilingual in Spanish is preferred

Physical Requirements

• The ability to sit for extended periods of time
• The ability to bend, twist, squat, and reach

Work Environment

Non-member facing/fast paced/team oriented

Triangle Credit Union is proud to be an Affirmitve Action/Equal Opportunity Employer. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited to use the online application process, you may contact the Human Resources Department at 603-889-2470 for other options to apply.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities