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Contact Center Representative

Company: Launch Credit Union
Location: Titusville
Posted on: November 17, 2022

Job Description:

Contact Center RepresentativeTitusville, FL 32780 Posted 10/23/2022 - - Full-time, Non-exempt - Depends upon skills and experience - All PositionsApplyCompany DescriptionAs an independent not-for-profit cooperative financial institution, Launch Credit Union is owned by and operated exclusively for the benefit of our members. Our committed and friendly staff is dedicated to providing excellent service and a comprehensive array of financial products. Our team members are eager to assist members with creative and flexible solutions for all of their financial needs.As our Credit Union continues to grow, we are always seeking qualified personnel to join our team in providing our members with the quality service they deserve. If you are ready to be a part of an exciting team, then we encourage you to continue with this applicant friendly, online job application! Launch Credit Union is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, age, national origin, ancestry, citizenship, disability, or veteran status.Launch Credit Union participates in E-Verify.Job DescriptionContact Center RepresentativePosition Summary:The role of the Contact Center Representative is to provide excellent service through telephone and e-service channels. The incumbent resolves member questions, inquiries, and requests while adhering to all internal policies and procedures. The incumbent also identifies and refers credit union products and services and processes transactions.Primary Responsibilities and Duties

  • Demonstrates member focus through consistent, superior service.
  • Exhibits positive, constructive and supportive behavior with members as well as coworkers.
  • Assists members with a variety of questions and account issues while providing general credit union information.
  • Assists members with Digital Banking and Bill Payer questions. Resets and/or provides Secure Access Codes for members locked out of Digital Banking.
  • Troubleshoots discrepancies or inquiries regarding members' account history, debit card transactions, and Digital Banking, completing research requests. Forwards more complex problems to the Contact Center Lead or Manager for assistance.
  • Stays abreast and cross-sells the credit union's complete line of products and services.
  • Remains diligent with email traffic for member correspondence and important Credit Union notifications, responding in a timely manner.
  • Posts deposits, and loan payments, transfers funds between accounts.
  • Processes member fee requests and clearing differences.
  • Maintains accurate records of transactions and balances daily work.Other Responsibilities and Duties
  • Develops, maintains, and demonstrates a working knowledge of credit union member service standards, policies, procedures, and applicable state and federal government rules.
  • Demonstrates a calm demeanor and appropriate tone when dealing with a difficult member situation.
  • Completes training assignments in a timely manner.
  • Attends meetings and training sessions as required.
  • Performs other duties as assigned. Education, Experience, and Skills Required
  • Minimum of three years of retail or customer service experience, preferably in a call center or bank/credit union environment. Prior banking and/or contact center experience preferred.
  • A high school education or GED.
  • Ability to identify member needs and recommends appropriate products and services.
  • Displays courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of providing or obtaining information, building relationships, and/or soliciting cooperation. Strong written, oral, and interpersonal skills.
  • Detail oriented, organized, accurate, able to work under pressure, ability to adapt to change, ability to effectively multi-task and problem-solving skills. Good judgment and decision making skills.
  • Ability to learn and apply knowledge of all credit union accounts and services including electronic services.
  • Ability and willingness to refer credit union products and services by utilizing existing customer services skills and tools attained though credit union training and coaching sessions.
  • Must have excellent communication skills. Ability to build rapport and establish trust and confidence with members.
  • Must be proficient with the use of computers. Ability to quickly learn software applications, multiple programs, and systems.
  • Able to learn and comply with federal regulations. Benefits
  • Medical Insurance (available at reduced cost to employees)
  • 401(K) (Eligible first business day of the month following 60 days of employment)
  • Paid Holidays
  • Paid Training
  • PTO (Paid Time Off)
  • Tuition Reimbursement (after 1 year of employment)

Keywords: Launch Credit Union, Titusville , Contact Center Representative, Other , Titusville, Florida

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