Role

The Contact Center Specialist is responsible for providing exemplary service to members in the areas of account transactions, deposit and electronic services, and general problem solving via various communication channels including phone, email, online, mobile and mail. The Contact Center Specialist supports the entire organization regarding member calls and supports growth through sales, service, and member retention activities.

Major Duties and Responsibilities

Sales and Service

Maintain a thorough working knowledge of products and services. Refer products and services to members and potential members that will assist them in meeting their financial needs/goals.
Maintain a thorough working knowledge of all retail and digital systems to provide exceptional experience for the members.
Offer creative suggestions to improve services and/or products to members and to improve work efficiency.

Refer opportunities for home and commercial loans.

Operational Duties

Process member transactions and answer questions including, but not limited to, savings, sub-share, checking, certificates, IRAs, debit cards and loans.

Assist members with debit card issues, online banking, mobile banking, and other electronic services.
Provide routine information; eligibility for membership, loan interest rates, current dividend rates, locations, office hours, etc.
Respond to members’ requests, problems and complaints.
Update member contact information (address, phone number and email).
Process wire transfer requests.
Process ACH and debit/credit transactions using payment processing tools.
Process stop payment and written statement of unauthorized transaction requests, periodic transfers, account modifications and wire transfer requests.
Process check orders and reorders.
Process returned mail and mail payments as needed.
Complete verification of deposit forms as received and retain a copy for records.

Other

Ensure confidentiality of all information and transactions regarding the credit union, its members and employees are held to the highest level of business ethics.
Comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the office of Foreign Assets Control.
Attend and participate in department and corporate meetings.
Attend and participate in in-house and or off-site training, seminars, workshops, and or conferences.
Available to work Saturday hours as needed.
Maybe asked to travel to various branch locations.
Perform other duties as assigned.

Knowledge and Skills

Experience

A minimum of 2 years of account servicing, technology and/or communications experience required.
Prior experience in the financial field preferred.
Prior Contact Center/Call Center experience preferred.

Education/ Certifications / Licenses

High school diploma or equivalent is required.

Interpersonal Skills

Build strong relationships with members, employees, and community partners through professionalism and trust.
Communicate effectively, both verbally and in writing, with members and individuals at all organizational levels.
Strong attention to detail and accuracy and problem-solving abilities.
Demonstrate emotional intelligence, integrity, and accountability in all interactions.
Demonstrate effective listening skills.
Is a self-motivated, self-confident professional who possesses a high energy level and strong organizational skills.
Ability to work independently and as a part of a team.

Other Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
Able to operate a personal computer, telephone, scanner, and copy machine.
Demonstrate basic skills in Microsoft Office Suite.

ADA Requirements

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel, among other things, objects, tools, PC keyboard or controls; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk and sit. The employee is occasionally required to stoop, kneel, and or crouch.

The employee will need to lift box[es] of receipt paper and other supplies that may weigh in excess of 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Working Conditions

Work is performed largely in a pleasant office environment with minimal chance for personal injury and moderate noise level. There may be occasions when the work environment is stressful. Work hours will normally be from Monday through Friday and may change depending upon our needs.

Mental and/or Emotional Requirements

The mental characteristics necessary to competently perform this job include, but are not limited to, the need to use instructing and negotiating abilities, and imagination; to frequently use basic and complex numeric calculations, memory, and reading and writing ability; to continuously be alert, precise, resourceful, use problem solving; concentration, creativity and good judgment for any specific duration.

ADA

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

At Will

The above statement reflects the general details considered necessary to describe the principal function of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in this job. Nothing in this document restricts management’s right to assign duties and responsibilities to this job at any time. This document should not in any way be considered an employment contract, or take away from, alter or modify your “At will” employment status.

EEO

ValleyStar Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.

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