Contact Center Representative
Description
Varying Shifts. Monday-Friday between the hours of 9:15am-7:15pm (40 hours/week).
Saturdays are required 8:45am-5:15pm (w/one day off during the week)
100% Onsite at TCU Headquarters in Vacaville, Ca. No Remote or Hybrid available.
Summary: The Travis Credit Union (TCU) Contact Center is responsible for professionally managing member service inquiries via inbound calls, emails and live-chats in a high volume customer service environment. TCU Contact Center representatives’ actively understand the value of a great customer experience while expanding existing member relationships by identifying opportunities for additional credit union products and services.
Profile:
- Provides world-class customer support through all member support channels with a focus on first-contact-resolution and problem solving for account inquiries.
- Identify opportunities to deepen the member relationship by promoting and educating members around new products and services based on the member contact reason.
- Based on experience, manages product/service inquiries of a more complex nature, i.e. Certificates, Individual Retirement Accounts, etc.
- Follows up on member inquiries that are not immediately
- Follows proper Contact Center policies and procedures when handling different topics. Suggests improvements and changes to processes and policies to improve productivity and members’ experience.
- Uses proven decision-making skills when handling exceptions to policies or procedures within assigned authority.
- Properly identifies, researches and resolves issues using multiple software applications.
- Participates in ongoing training programs and maintains up-to-date information and working knowledge of all Credit Union products, services and promotions.
- Coach, mentor, or train less senior representatives, as needed
- Passionate about helping people, and able to learn quickly and acquire the knowledge to assist members accurately.
- Must be detail-oriented with above average active listening skills.
- Proficient in MS Office products (Word, Excel, Outlook).
- Strong interpersonal and professional written and verbal communication skills to handle inquiries and issues with tact and diplomacy.
- Ability to interact with diverse groups of people and be a team player.
- Ability to work in a fast-paced, team-oriented environment. Efficiently organize work priorities and accurately complete multiple tasks within strict timeframes with minimal supervision.
- Ability to navigate multiple interdependent systems and tools.
- Highly skilled at researching and effectively resolving issues in a timely manner.
- Reports directly to assigned Supervisor/Manager, Contact Center.
- This position has no supervisory responsibilities.
- HS Diploma or equivalent.
- Levels:
- Associate Contact Center Representative: Minimum 1 year credit union/banking customer service experience and/or inbound call center experience.
- Contact Center Representative: Minimum 2 years credit union/banking customer service experience and/or inbound call center experience.
- Sr. Contact Center Representative: Minimum 3 years credit union/banking customer service experience and/or inbound call center experience.
Starting salary is commensurate with experience. In addition to our competitive benefits, this opportunity with Travis Credit Union has a range of:
- Associate Contact Center Representative – Grade 7: $18.29/hour - $22.60/hour
- Contact Center Representative - Grade 8: $19.75/hour - $24.39/hour
- Sr. Contact Center Representative - Grade 9: $21.50/hour - $26.55/hour