Financial Contact Center Representative

Paycom; Albuquerque (NM); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

PTO

Job summary

U.S. Eagle Federal Credit Union is hiring multiple full-time and part-time Financial Contact Center Representatives. The role supports members via phone and online channels, answering questions and resolving issues while promoting credit union products and services.

Training is provided and opportunities exist to grow within the call center. You will handle transactions, enroll members in online and mobile access, and maintain high service standards.

Qualifications

• One year to three years of similar or related experience.
• High school education or GED required.
• Exceptional written and verbal communication skills.
• Ability to learn multiple software applications and the credit union core system.

Responsibilities

• Assist members and potential members with telephone and online requests.
• Explain services and recommend CU products and services.
• Resolve problems within authority or escalate with recommendations.
• Process transactions over the phone (transfers, payments, renewals, address changes).
• Open subaccounts and certificates over the phone.
• Provide online, bill pay and mobile access assistance.

Skills

Communication skills

Cross-selling

Problem solving

Phone etiquette

Interpersonal skills

Adapt to change

Teamwork

Education

High school diploma or GED

Tools

MS Office Suite

Core banking system

Job description

U.S. Eagle Federal Credit Union is a local not-for-profit, very for-people place. We are a place that quietly does the right thing in a world that can't stop talking about doing just that. At U.S. Eagle, you can make a big impact and help us create a world where people matter more than profit. The Financial Contact Center Representative I assists members and potential members with their telephone and online requests in a busy call center environment; explains services, offers and recommends CU products and services; responds to problems, and directs phone calls to the appropriate area. Offer exceptional service to members by meeting or exceeding our service guidelines.We are hiring multiple full-time (40 hours/week) and 3/4-time (35 hours/week) positions and are looking for candidates that can work a flexible/variable schedule Monday through Saturday.Starting at $21.16/hour.Opportunities to grow within the call center and Credit Union.We value our employees and offer generous benefits as a way of thanking our staff for their hard work and dedication to our members and our community.Medical, dental and vision insurance is available the first of the month following date of hire.Company paid basic life, short-term disability and long-term disability insurance.401(k) retirement benefit that includes a company contribution and match.Pet Insurance, HUB TeleHealth and Legal/ID Shield.PTO Accrual (15 days off in the first year of employment).Paid federal holidays and paid birthday day off.These are just a few of the great benefits our employees enjoy!Essential Functions & Responsibilities:Assists members and potential members with their telephone and online requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.Performs member requested transactions such as: account to account transfers, loan payoff, Skip-A-Pay for loans, stop payments, account maintenance, address changes, closing accounts, process Share Certificates renewals, loan and credit card payments.Open new subaccounts and Share Certificates over the phone.Continuous learning of CU products and services.Partner with our members to identify cross-sell opportunities by actively listening to the member's needs. Once the need is identified, educate the member on the features and benefits of the service/product and ask for the business.Provide online, bill pay and mobile access assistance to include troubleshooting and walking the member through enrollment.Demonstrate urgency by completing member and potential member requests in a timely and accurate manner.Handle escalated calls objectively with a high degree of problem solving and member retention skills.Provide exceptional service while managing multiple communication channels.Follow procedures for virtual account maintenance, including but not limited to all regulatory compliance.Experience:One year to three years of similar or related experience.Prior financial institution contact center experience preferred.Education: A high school education or GED.Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.Other Skills:Exceptional written and verbal communication skills.Excellent phone etiquette.Demonstrated critical thinking skills and cross-functional communication skills.Ability to learn and effectively work across multiple software applications and credit union core system.Working knowledge of MS Office Suite.Possesses the ability to adapt to change and work efficiently in high pressure situations.Comfortable working independently and as part of a team.