Contact Center Representative

Pelican Credit Union; Baton Rouge (LA); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Health Savings Account contributions

Employer-Paid Life Insurance

Paid Vacation & Sick Leave

15 Paid Holidays including Cultural FP

401K Plan with company match

Job summary

Pelican Credit Union in Baton Rouge is looking for a proactive Contact Center Representative to assist our members over the phone, promote products, and contribute to their financial wellness.

You will handle calls, process transactions, and ensure compliance while delivering a WOW service experience. Training is on-site for 60 days at our Corporate Campus, with potential telecommuting after training.

Qualifications

• 1 year of customer service experience.
• Prior experience in a contact center is preferred.
• A High School Diploma or equivalent.
• Excellent oral, written, and telephone communication skills.
• Strong problem-solving and member service skills.
• Working knowledge of Microsoft Office products, especially Word, Excel, and PPT.

Responsibilities

• Answer member phone calls and provide first-call resolution on various financial issues.
• Actively promoting and cross-selling all Credit Union products and services by identifying member needs to achieve goals.
• Utilize listening, communication, and problem-solving skills to diplomatically handle and resolve member issues.
• Accurately process member transactions over the phone.
• Process all paperwork and ensure compliance with regulations, procedures, and policies.

Skills

Customer service

Call center

MS Office

Education

High School Diploma or equivalent

Job description

The role of the Contact Center Representative is to go above and beyond to meet the financial needs of our members. The ideal candidate is a go-getter who craves knowledge and growth in the financial industry. They should be comfortable in a sales environment and must have a reputation for excellent attendance. In all they do, our Contact Center Representatives strive to provide a WOW member service experience over the phone, and we are seeking someone who desires to do the same while helping our members on a path to financial wellness.

A Day in the Life of a Contact Center representative INCLUDE:

• Answering member phone calls and providing first-call resolution on various financial issues.
• Actively promoting and cross-selling all Credit Union products and services by identifying member needs in order to achieve established goals.
• Utilizing strong listening, communication, and problem-solving skills while diplomatically handling and/or resolving member issues.
• Accurately processing member transactions over the phone.
• Processing all necessary paperwork and ensuring compliance with all required regulations, procedures, and policies.

Contact Center representative Skills and qualifications include:

• 1 year of customer service experience.
• Prior experience in a contact center is preferred.
• A High School Diploma or equivalent.
• Excellent oral, written, and telephone communication skills.
• Strong problem-solving and member service skills.
• Working knowledge of Microsoft Office products, especially Word, Excel, and PPT.

Other things you may want to know about this position:

Work Schedule

• Monday - Friday
  • 8:00 am - 5:00 pm
• Occasional rotating Saturday shift
  • 9:00 am - 1:00 pm

Travel

• Travel is not necessary for this position.

Telecommuting

• Telecommuting may become available for this position. Upon successful completion of training and demonstrating satisfactory performance, the candidate may be considered for telecommuting privileges.

Telecommuting Requirements

• Requirements include:
  • A dedicated workspace
  • Secure and strong internet connection
  • Not being a caretaker for any dependents (adult or child) for the entirety of the scheduled shift
  • An environment free from loud noises or outside distractions

On-site Training

The first 60 days will be on-site for training at our Corporate Campus located at 2675 O'Neal Lane in Baton Rouge.

Why should you join the pelican team?

Since 1956, Pelican Credit Union has been providing financial services to individuals and their families throughout the state of Louisiana. We've since grown into the largest state-chartered credit union in Louisiana now serving over 78,000 members nationwide. Because of our continued growth, Pelican Credit Union is searching for new team members that embrace our Core Values and have a desire to positively contribute to our culture.

Our culture is grounded in faith, and we strive to live the golden rule of 'love thy neighbor'. We are dedicated to creating, promoting, and nurturing a safe and inclusive work environment, and we expect the same from each of our employees. We value diverse talents and welcome individuals with unique backgrounds, working styles, and skill sets. We believe our differences make us a better team by allowing us to make better decisions, be more innovative, and better serve our members and communities.

Our full-time employees enjoy amazing benefits including:

• Medical, Dental, and Vision Insurance with generous employer premium contributions
• Health Savings Account contributions for eligible employees
• Employer-Paid Life Insurance
• Paid Vacation & Sick Leave
• 15 Paid Holidays each year, which includes a Cultural Floating Holiday
• 401K Plan with a 5% discretionary profit share contribution, plus a dollar-for-dollar match of up to 5% after 1 year of employment

Pelican Credit Union is an Equal Opportunity Employer. All Credit Union campuses are tobacco and vape-free.