Contact Center Representative

Coosa Valley Credit Union; Rome (GA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

401K w/ employer match

Life Insurance (2x Salary) - Employer

Tuition Reimbursement

Paid Time Off

Health Time

Flexible Spending Account (FSA)

and much more!

Job summary

Coosa Valley Credit Union is seeking a dedicated Contact Center Representative to assist members with telephone requests, provide friendly service, and explain products to help them meet their financial goals.

You will resolve issues within your authority, identify cross-sell opportunities, and maintain accurate member data. Collaborate across departments to ensure a seamless experience and uphold high service standards in every interaction.

Qualifications

• Strong interpersonal skills to build relationships with members and internal teams.
• Ability to resolve conflicts at first level with discretion and professionalism.
• Excellent communication, both verbal and written, with diplomacy and tact.

Responsibilities

• Assist members with telephone requests, offering friendly, personalized service.
• Provide detailed information about products and services to aid informed decisions.
• Resolve issues within authority and refer complex matters to supervisors with recommendations.
• Identify cross-sell opportunities and promote additional services.
• Maintain accurate member account information in the computer system.
• Prepare and manage required reports with precision.
• Collaborate with other departments to ensure a seamless member experience.
• Maintain high service quality and strive to exceed member expectations.
• Stay knowledgeable about credit union products, policies, and procedures.
• Support team initiatives to achieve departmental goals.

Skills

Relationship building

Conflict resolution

Communication skills

Diplomacy and tact

Education

High school diploma or GED

Job description

Coosa Valley Credit Union is excited to announce an opening for a Contact Center Representative within our Contact Center! We are looking for individuals who are passionate about helping our members achieve their financial goals and improve their financial well-being. If you are eager to be a part of a dynamic team dedicated to making a positive impact in the lives of our members, we encourage you to apply today for this exciting opportunity within Coosa Valley Credit Union!

Job Description:

• Assist members and potential members with their telephone requests, offering a friendly and personalized approach to service.
• Provide detailed information about products and services, helping members make informed decisions that best meet their needs.
• Resolve issues within your authority efficiently, while referring more complex matters to supervisors with thorough recommendations.
• Identify cross-sell opportunities and offer additional services to enhance the member experience.
• Ensure accurate and up-to-date maintenance of member account information within the computer system.
• Prepare and manage required reports with precision and attention to detail.
• Collaborate with other departments to streamline processes and provide a seamless member experience.
• Maintain a high standard of service quality, striving to exceed member expectations with every interaction.
• Stay knowledgeable about credit union products, policies, and procedures to provide accurate and helpful assistance.
• Support team initiatives to achieve departmental goals and contribute to the overall success of the Contact Center.
• Perform additional duties as assigned with enthusiasm and a positive attitude to ensure smooth operations and member satisfaction.

Job Qualifications:

• 1-3 years of related experience in a similar role.
• High school diploma or GED required.
• Proven ability to build strong relationships through frequent interaction with internal teams and external partners.
• Skilled in resolving first-level conflicts and soliciting cooperation to achieve shared goals.
• Experienced in handling sensitive discussions requiring a high degree of confidentiality, discretion, and professionalism.
• Strong communication skills, with the ability to navigate complex conversations using diplomacy and tact.

Core Competencies:

Adaptability - Adapts to changes in the work environment, manages competing demands, accepts criticism and feedback, changes approach or method to best fit the situation.

Business Ethics - Treats people with kindness and respect, keeps commitments, inspires the trust of others, works ethically and with integrity, and upholds organizational values.

Communications - Expresses ideas and thoughts verbally and in written form, exhibits good listening and comprehension, keeps others adequately informed, selects and uses appropriate communication methods, writes clearly and informatively, edits work for spelling and grammar, varies writing style to meet needs, presents numerical data effectively, demonstrates effective and clear presentation skills.

Initiative - Volunteers readily, undertakes self-development activities, seeks increased responsibilities, takes independent actions and calculated risks, looks for and takes advantage of opportunities, asks for and offers help when needed.

Problem Solving - Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, works well in group problem-solving situations, uses reason even when dealing with emotional topics.

Sales Skills - Achieves sales goals, overcomes objections with persuasion and persistence, initiates new contacts, maintains customer satisfaction, maintains records and promptly submits information.

• Health Insurance
• Vision Insurance
• 401K w/ employer match
• Life Insurance (2x Salary) - Employer Paid
• Tuition Reimbursement
• Paid Time Off
• Health Time
• Flexible Spending Account (FSA)
• & much more!

What does it mean to work at Coosa Valley Credit Union?

At Coosa Valley, serving our members is not just a job; we have a much higher purpose.

At Coosa Valley Credit Union, "We Care" and "We Listen" are two core values that differentiate us from banks and other financial institutions. Here we still do business like neighbors helping neighbors, an old fashioned approach that combines modern technologies and the warm professional service members deserve. No matter the need or unusual circumstance, we still listen.

We use our Core Values as a guide and constant reminder that we can always improve our members’ lives. We don’t charge more so that we can increase a line on a graph and we don’t believe that revenue is most important. Our purpose is simple: to help people in our hometown live better financial lives.

“Helping People Live Better Financial Lives” is the purpose that unites all of us at CVCU. We want to create value – for our members, for our employees, and for the communities in which we operate. CVCU’s employees will always put their experience, pride and enthusiasm into making this happen.