Part Time - Contact Center Representative

Del-One; Dover (DE); On-site; USD 38,000 - 52,000; Full time

Job summary

Del-One Federal Credit Union is seeking a courteous Member Service/Call Center representative to handle a variety of member service calls in a prompt, professional manner. This in-person role requires Saturday shifts, with a focus on resolving member questions about products and services, cross-selling offerings, and maintaining accurate documentation.

Responsibilities include assisting members via phone and in-person channels, guiding them on online and mobile tools, and supporting the Contact

Qualifications

• High school graduate or equivalent.
• At least 1 year of experience in a contact center environment; preferably in a financial institution.
• Strong communication and problem-solving abilities.

Responsibilities

• Handle member service calls promptly, professionally, and courteously.
• Cross-sell Credit Union products and services.
• Maintain reports, records, and files; resolve documentation errors or discrepancies.

Skills

Customer service

Communication

Multitasking

Problem solving

Attention to detail

Team player

Reliability

Math skills

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Job description

CREDIT UNION PROFILE

Del-One Federal Credit Union (Del-One) is a member-owned, financial cooperative and has been a part of the community for over 65 years. Del-One strives to be the members' financial partner for life. Del-One staff work as member advocates; learning about their needs and wants and helping them to find ways to reach their financial goals. Del-One is more than just a full-service financial institution with branch locations throughout Delaware. It is an organization that also embraces the community it serves.

In addition to being Delaware's largest credit union, Del-One has been recognized as a "Top Workplace" and "Best Credit Union". Del-One is strategically positioned to deliver on the organization's brand promise of providing value to its membership through innovative product development and exceptional service. Del-One continues to create compelling career and professional development opportunities up and down the organization recognizing the success of the credit union is driven by the engagement and strength of the team.

POSITION PURPOSE

Responsible for handling a variety of member service calls in a prompt, professional, and courteous manner. Demonstrate a proactive approach to anticipating and resolving member concerns with the goal of exceeding each member's expectations by addressing member questions and problems regarding a variety of products and services. Completes and maintains related reports, records, and files. Cross sells Credit Union products and services and supports all functions within the Contact Center, advising and advocating for broad needs and interests of Del-One members.

This position(s) will require Saturday shifts and will be working in-person at all times.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Working in a professional, fast-paced environment that requires accuracy, multi-tasking and effectively communicating resolutions in an efficient manner.


• Promptly receives member telephone questions and complaints in a professional manner and understanding how members engage with us using online and mobile technology, financial centers and contact centers to guide them on ways that we can improve their financial life.


• Actively and professionally cross sells Credit Union services.


• Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Contact Center Shift Supervisor, Contact Center Lead and Contact Center Manager.


• Provides general information to members on Credit Union policies, procedures, and programs; assist members with any issues, questions, problems, or complaints they may have.


• Performs routine accounts transactions such as, but not limited to, transfers, loan payments, check requests, etc.


• Maintains and projects the Credit Union's professional reputation and commitment to member service.


• Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.

ASSUMES RESPONSIBILITY FOR ESTABLISHING AND MAINTAINING EFFECTIVE COORDINATION AND WORKING RELATIONSHIPS WITH COWORKERS AND WITH MANAGEMENT

• Assists Contact Center personnel as required.


• Keeps supervisor informed of area activities and significant problems.


• Completes required documents, reports and records accurately and promptly.


• Attends and participates in meetings as required.

ASSUMES RESPONSIBILITY FOR RELATED DUTIES AS REQUIRED OR ASSIGNED

• Assists other departments as necessary.


• Assists in verifying accounts and other member correspondence.


• Keeps work area clean, secure, and well maintained.

PERFORMANCE MEASUREMENTS

• Contact Center representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.


• Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved.


• Accurate and complete information about Credit Union products and services is provided to members.


• Good working relationships and coordination exists with coworkers and with management. Appropriate assistance is provided to Contact Center staff as needed. Supervisor is informed of activities.


• Required documents, reports, and records are accurate, complete, and timely.


• The Credit Union's professional reputation is conveyed and maintained.

QUALIFICATIONS

Education/Certification

High school graduate or equivalent

Required Knowledge

• General knowledge of Credit Union products, policies, and procedures


• Basic understanding of loans, payment processes, and interest rates

Experience Required

At least 1 year of experience in contact center environment; preferably in a financial institution

Skills/Abilities

• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our members' financial lives.


• Fully understands how life events can impact a client's financial situation and is prepared to actively advise solutions and analyze/resolve complex member problems through creative solutions.


• Has a commitment to excellent attendance and proven reliability and can work the agreed upon schedule.


• Has a dependable team-player attitude with an understanding that calls must be handled immediately, including weekends.


• Communicates effectively and confidently with all members to make their financial lives better.


• Has the ability to engage with members – begin a conversation, anticipate questions, actively share information using plain language, build rapport and handle objections.


• Ability to use a personal computer and related software applications including Microsoft Word or Excel


• Basic mathematical skills


• Ability to manage multiple tasks simultaneously


• Attention to detail

PHYSICAL ACTIVITIES AND REQUIREMENTS OF POSITION

Finger Dexterity

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together

Talking

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly

Average Hearing

Able to hear average or normal conversations and receive ordinary information

Average Visual Abilities

Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery

Physical Strength

Sedentary work; sitting most of the time; exerts up to 10 lbs. of force occasionally

WORKING CONDITIONS

None

No hazardous or significantly unpleasant conditions

MENTAL ACTIVITIES AND REQUIREMENTS OF POSITION

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables

MATHEMATICS ABILITY

Ability to perform basic math skills including adding, subtracting, multiplying, and dividing two digit numbers; the four basic arithmetic operations with money; and to use decimals to compute ratios and percent

LANGUAGE ABILITY

• Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation


• Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.


• Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.