Virtual Contact Center Rep.

Fibre Federal Credit Union; Longview (WA); Remote; USD 36,000 - 52,000; Full time

Job summary

Fibre Federal Credit Union is seeking a Virtual Contact Center Representative to assist members and non-members through video-enabled sessions and various channels, delivering high-quality service with a professional on-camera presence.

You will help with transactions, share comprehensive Credit Union information, and encourage members to use additional services. Weekend and extended shifts may be required to meet member needs.

Qualifications

• Completion of high school or equivalent is required.
• Experience on keyboard and 10-key adding machine.
• Ability to think logically and solve problems effectively.
• Strong verbal and written communication skills.
• Willingness to learn and adapt continuously.

Responsibilities

• Assist members and non-members with transactions and consultative video sessions.
• Engage across channels: video ITM sessions, email, secure messaging and chat.
• Drive retention and cross-sell basic Credit Union services in a courteous manner.
• Maintain confidentiality and professional on-camera presence.

Skills

Video presence

Oral communication

Problem solving

Interpersonal skills

Dependability

Planning/organizing

Written communication

Confidentiality

Customer service mindset

Education

High school diploma or equivalent

Job description

Fibre Federal Credit Union - Virtual Contact Center Rep. role

Assist members and non-members in processing an array of transactions and consultative video sessions with a high level of visual and verbal member concern and professionalism. Engage with members through a variety of support channels, which may include incoming video enabled interactive teller technology (ITM) sessions and transactions, email, secure messaging, and chat. Provide thorough Credit Union information and encourage members to use the many other services of the Credit Union. Drive retention, adoption, and engagement of members by cross selling basic Credit Union services in a prompt, courteous, and friendly manner. Work weekends and shifts in excess of 8 hours as needed.

• Position Knowledge - Knowledge, skill, and mental development equivalent to completion of high school is required. Experience on keyboard and 10-key adding machine.
• Problem Solving - The individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Interpersonal Skills - The individual maintains confidentiality, remains open to the ideas of others, and exhibits willingness to try new things.
• Oral Communication - The individual speaks clearly and persuasively in positive and negative situations. The individual maintains ongoing communication with the Department Manager concerning activities of the department as well as needs or problems, and keeps them informed of all pertinent problems, irregularities, new developments, changes, and other important information.
• Bilingual Skill/Proficiency - Bilingual skill in a language identified by Management as necessary to best serve our diverse membership is preferred, but not required.
• Video Communication/Presence - The individual must have a strong video presence and be comfortable, professional, and friendly on camera with members via video access. Must have excellent communication skills including effective listening, speaking, problem solving, and tact that transcend a video/electronic face-to-face customer environWritten Communication - The individual edits work for spelling and grammar, presents numerical data effectively, and is able to read and interpret written information.
• Planning/Organizing - The individual prioritizes and plans work activities, uses time efficiently, and develops realistic action plans.
• -Quality Control - The individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Dependability - The individual is consistently at work and on time (except for those cases protected by law which are outlined in the Employee Guide), follows instructions, responds to Management direction, and solicits feedback to improve performance.
• Observes Policies/Procedures - The individual sets an example in observing and following Credit Union policy and applicable Standard Operating Procedures, as well as those in the Employee Guide.
• Experience - To perform this job successfully, an individual must be able to think logically, solve problems, work independently, be capable of following detailed technical instructions, and be willing and able to continuously learn.
• Image - The individual must display a positive and professional image.
• Must be bondable.