Contact Center Representative- Durand Branch

Pfcu4me; Michigan; On-site; USD 21,000 - 28,000; Full time

Job summary

PFCU is seeking a Contact Center Representative to assist members with inquiries and transactions via phone, email or chat. The role requires knowledge of cards, accounts, and services, with an emphasis on accuracy, confidentiality and service quality.

There are defined level progressions and cash handling limits within the Contact Center, with emphasis on teamwork, compliance and professional communication across all member interactions.

Qualifications

• Language Skills: ability to read, analyze and interpret general business material; communicate clearly.
• Mathematical Skills: basic arithmetic for transactions and calculations.
• Reasoning Ability: apply common sense in instructions and problem solving.
• Other Skills & Abilities: strong knowledge of credit union operations and procedures.

Responsibilities

• Build relationships with members and handle inquiries via phone, email or chat.
• Greet and welcome members; assist with transactions and account verifications.
• Troubleshoot basic card service issues and process limit increases on debit cards across levels.
• Cross-sell services and maintain confidentiality of member information.
• Follow Bank Secrecy Act, AML and security requirements; maintain professionalism.

Skills

Language Skills

Mathematical Skills

Reasoning Ability

Other Skills & Abilities

Education

High School Graduate or equivalent

Job description

Description

Contact Center Representative

Department

Contact Center

Reports To

Contact Center Manager/VP of Member Experience/Chief Member Experience Officer

Pay Classification

Hourly

FLSA Status

Non-Exempt

Position Grade

Level I: 6

Level II: 7

Level III: 8

Summary

To assist the credit union in achieving its mission statement: “PFCU WILL DELIVER FINANCIAL WELL-BEING WITH VALUE, CONVENIENCE AND EXCEPTIONAL SERVICE”. The Contact Center Representative will assist members on the telephone, e-mail or chat with their financial transactions or inquiries. Troubleshoot and answer members’ questions regarding their accounts and the Credit Union services and programs. Support, model & adhere to PFCU’s Service Standards as outlined in My MARC.

Contact Center level information

Advancement from one level to another is not automatic; advancements will be made as needed within the credit union and determined by success of the Contact Center Employee.

Current Level

Employee Initials

Manager Initials

Date

? 90 Day Introductory Period with $5,000 Cash Limit

? Contact Center I with $10,000 cash limit; minimum 90 days working at PFCU

? Contact Center II with $50,000 cash limit; minimum 1 year working at PFCU

? Contact Center III with $100,000 cash limit; minimum 3 years working at PFCU or similar experience

Essential Functions, Duties, & Responsibilities

Contact Center Essential Duties and Responsibilities include but are not limited to:

• Build relationships, be dependable, demonstrate initiative, responsibility, integrity, professionalism and take responsibility to see that all tasks are done correctly. Handle situations with confidence, knowledge and creativity; seek guidance from supervisor when necessary.
• Have advanced knowledge of PFCU products & services, policies and procedures, and rules and regulations; and assist members and employees as needed and as opportunities present themselves.
• Greet and welcome members to the credit union over the phone, email or chat.
• Maintain an understanding of credit card and debit card payment systems.
• Assist members with troubleshooting basic card service issues such as payments, travel notices, card restrictions, fraud cases, PIN attempt resets, and inquiries.
• Perform temporary limit increases on debit cards for point of sale transactions
  • Level one: up to $5,000
  • Level two: up to $10,000
  • Level three: up to $20,000
• Complete transactions utilizing PFCU service standards. Excellent member service skills including:
  • Answer phone calls in a courteous, professional and timely manner
  • Provide prompt, accurate and efficient member service
  • Demonstrate effective oral and written communications
  • Treat all Credit Union members and employees with a positive and cooperative attitude
  • Promote teamwork and contribute to Contact Center success
• Serve the membership and potential membership by providing service and information in a pleasant, clear and efficient manner via telephone or another form of correspondence, including, but not limited to:
  • Solving member questions, problems, and complaints concerning accounts
  • Processing transactions, transferring funds and making payments
  • Understand and complete appropriate forms needed to assist the member
  • Verifying accounts
  • Cross-selling services and products
  • Keep up-to-date on all Credit Union products and services
  • Be familiar with each department’s basic procedures
  • Complete forms necessary to request or gather information from other departments.
• Assist members with debit / credit disputes and/or fraud processing.
• Develop and cultivate community relationships.
• Maintain cleanliness and security of work area and equipment including protecting the confidentiality of member information.
• Seek training opportunities to develop or enhance knowledge through training, conferences, reading, etc. Willingly prepare, participate in and attend educational functions and meetings as requested.
• Complete and progress through a customized Career Development Plan, which could include, TNT University, PFCU’s Leadership Development Program or other training programs offered by PFCU.
• Perform all other duties as assigned.

Additional Essential Duties and Responsibilities for Level II and above:

• Access check review system to help troubleshoot for members and teammates in department
• Serve as Subject Matter Expert, as needed, for the Contact Center
• Issue fee refunds, including: Courtesy Pay Fees, Transfer Fees, and Return Item Fees
• Assist Contact Center Level I with trouble-shooting, as needed

Additional Essential Duties and Responsibilities for Level III and above:

• Complete Home Banking level changes for indirect members and fraud accounts
• Review Shared Branching requests for indirect members
• Process same day voids for transactions such as duplicate Home Banking transfers
• Refund credit card late fees
• Serve as a department point person when Management is not available
• Assist Contact Center Level I and II with complex problem solving, as needed
• Offer excellent service to all team members, potential and current membership, and develop the same in others.
• Set a positive example and be a role model by building relationships, being dependable, demonstrating initiative, responsibility, integrity, professionalism, and take responsibility to see that things are being done correctly. Handle complex situations with confidence, knowledge and creativity. Be a leader.
• Ability and willingness to monitor, listen to, or talk over another team member’s contact.
• Review and recommend revisions, as needed, for Contact Center procedures
• Provide management with new or innovative ways for improvement of employees, service quality, or products offered.

Regulatory Compliance

Follows regulatory and policy compliance requirements which would include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Red Flag and Anti-Money Laundering (AML) Regulations, and other compliance related policies.

Confidentiality

This position requires maintaining confidentiality with regard to non-public information about our members, employees and the Credit Union. We must protect the confidentiality of member information. Financial transactions are confidential and private. With account access, employees are to handle member information responsibly and confidentially.

Security

To ensure the safety and security of all employees, employees must follow all security policies and procedures at all times. Security is the responsibility of all employees.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Requirements

High School Graduate or equivalent

Work Experience Level One:

Up to one-year experience either at PFCU or an equal amount of similar experience outside the CU is preferred.

Level Two:

One-year experience in PFCU’s Contact Center or an equal amount of similar experience outside the CU is preferred.

Level Three:

Three years’ experience in PFCU’s Contact Center or an equal amount of similar experience outside the CU is preferred.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, employees, clients, members, and the general public.

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Must have the capability to deal with problems involving concrete variables in standardized and non-standardized situations.

Other Skills & Abilities

• Excellent knowledge of the credit union’s core system.
• Excellent working knowledge of the forms and documentation used by the credit union.
• Strong knowledge of credit union products and services.
• Excellent understanding of the Credit Union departments and procedures