Contact Center Specialist

American 1 Credit Union Jackson, Michigan
credit calls team interaction procedures confidentiality sell communication customer service personnel sales meeting health
November 22, 2022
American 1 Credit Union
Jackson, Michigan
FULL_TIME
$18.09/HOUR
Are you enthusiastic, goal driven, flexible, reliable, and committed to excellent member service? Would you thrive in a sales environment where the focus is truly centered on meeting the needs of our members? Then we invite you to consider a career at American 1 Credit Union!

Location: Contact Center in Jackson, Michigan
Position: Full Time
Salary: $18.09
Benefits: Health, Dental, Vision, 401(k)
All offers of employment are contingent upon background screens that will include a drug test.

Position Overview: The Contact Center Specialist is responsible for answering incoming calls from members and potential members. These calls will entail general questions, account, inquiries, and member concerns, troubleshooting and providing information about the credit union. This position requires a professional and positive interaction with members and coworkers at all times.

Essential Job Functions

Follow all credit union policies and procedures; including policies and procedures for customer identification and all BSA requirements.
Answers all incoming phone calls, assists members fully, and when necessary routes calls to the appropriate department in a courteous, professional & timely manner.
Deliver an exceptional member experience with each interaction.
Maintain confidentiality by avoiding unauthorized disclosure of member information.
Promote, explain & cross-sell credit union products and services.
Performs other related functions as assigned.

Competencies Required

Member Focused - Empathetically seek understanding of what members require and expect and use available resources, policies, and opportunities in their best interest without compromising institutional core values.
Attention to Detail - Thoroughness and accuracy in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.
Collaboration - The employee will work with others to achieve common organizational goals in a spirit of honoring diversity and mutual respect.
Reliability and Confidentiality: Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee and credit union information.
Communication - Effectively communicates by actively listening and sharing relevant information with co-workers, supervisor(s), and members so as to anticipate problems and ensure the effectiveness of the institution.

Key Performance Indicators

Meet expectations of credit union's Core Values: Engaged, Focused, Humbly Confident, Trustworthy and Achievers.

Job knowledge

Utilizes professional phone etiquette, answers phone within 3 rings and transfers call appropriately with a warm handoff
Excellent typing skills
Cross offers other Credit Union products and services
G.R.E.A.T. Standards
We Greet
We value our member and coworkers by greeting one another.

We Respect
We respect our members and team by giving personal quality service.

We Engage
We are fully engaged with members and team members.

We Achieve
We achieve by executing tasks accurately and by offering additional products and services to our members.

We are a Team
We create a positive work environment by valuing one another and working together

Requirements:

A minimum education of high school diploma or GED.
6 months of prior Call Center or Customer Service experience.

The Ideal Candidate:

Has excellent customer service skills
Ability to work in a fast-paced environment
Ability to work well under pressure
Ability to cross sell
High degree of accuracy
Strong communication skills
Organizational skills

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NOTE: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed._

Job Type: Full-time

Pay: $18.09 per hour

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