Contact Center Representative

As The Artisans of Banking, we strive to be B.R.A.V.E. (Build Relationships & Add Value Everyday). We recognize that in order to meet the needs of our communities, we must represent our communities. Our success relies on creating a culture where we have diverse perspectives and a true sense of belonging. This is a journey, and we pledge to do more than simply check the box.

When you join our Premier Members team, your benefits will include:

• Comprehensive medical insurance plan that has HRA, HSA, and FSA options
• Dental and vision insurance
• Generous paid-time-off
• 11 paid holidays
• 401(k) plan with a 5% match
• Wellness program
• Tuition assistance
• 1% employee loan discount
• Employee Assistance Program (EAP)
• Life and disability coverage

What sets working for Premier Members apart?

• Career development and pathing opportunities to move into leadership roles or other lines of business within PMCU such as Commercial Lending, Finance, Marketing, Underwriting, Member Solutions, Training, Human Resources, and more.
• Supportive and engaging work environment.
• A wellness and sustainable work culture that puts family, Mother Nature, our community, and your health first.
• A work environment that encourages personal as much as professional growth, teamwork to make the dream work, and treating everyone equally.
• Studies have shown that individuals from marginalized and or historically underrepresented groups may be less likely to apply for jobs unless they meet every one of the qualifications listed. We are most interested in finding the best candidate for the job. We would encourage you to apply for a job at Premier Members Credit Union, even if you don’t meet every one of our qualifications listed.

Spanish speaking preferred. 

This is an in office full-time position working 40 hours a week, hours Monday-Friday 8:00am - 6:00pm and Saturday 9:00am - 1:00pm. 

Twice a month 7:00am staff meetings required. 

POSITION SUMMARY:

Responsible for handling and resolving a variety of basic member service calls including but not limited to, account statements, account balance, payments, transfers, and password resets, in a prompt and courteous manner.    Completes and maintains related reports, records, and files.  Cross sells Credit Union services and supports all functions within the Contact Center.

ESSENTIAL FUNCTIONS:

• Receive and handle member telephone questions and complaints in a professional manner
• Provide general information to members on Credit Union policies, procedures, and programs
• Provide basic information to members on accounts, payments, interest rates, loan options, and savings programs
• Perform basic maintenance functions for loan payments
• Provide accurate and complete information about Credit Union products and services to members
• Maintain and convey the Credit Union's professional reputation
• Support the organization through strict adherence to attendance and punctuality policies/guidelines
• Maintain good business relationships with members. Member problems and complaints are promptly and professionally addressed and resolved.
• Ensure Member Contact Center Representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures
• Keeps supervisor informed of area activities and significant problems
• Maintain good working relationships and coordination with department personnel and management
• Provide appropriate assistance to department staff as needed
• Assists other Credit Union departments as necessary
• Performs related clerical duties as needed
• Process ACH loan payments
• Maintain office supply inventory and order when needed
• Distribute incoming mail for the department
• Actively and professionally cross sells Credit Union services
• Maintain goals of the Contact Center to include phone quality, calls per hour, availability, talk time, and handle ratio

QUALIFICATIONS

EDUCATION/CERTIFICATION:       

• High School Diploma or GED 

REQUIRED KNOWLEDGE: 

• General knowledge of Credit Union policies and procedures
• Basic understanding of loans, payment processes, and interest rates

EXPERIENCE REQUIRED:               

• Six months of experience in customer service or Contact Center environment 

SKILLS/ABILITIES:

• Excellent verbal and written communication and member/customer service skills
• Ability to work well under pressure with a positive and professional demeanor
• Ability to use a personal computer and related software applications including Microsoft Word and Excel
• Solid math skills and bookkeeping abilities
• Problem analysis and problem solving
• Able to read, write and comprehend instructions, memos and correspondences

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
 

The Credit Union believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.
 

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
 

This Job Description is not a complete statement of all duties and responsibilities of this position and may change with or without notice.

Final Compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

This position is eligible for a monthly incentive plan.

We anticipate this position to close within 30 days of posting. Please submit your application at your earliest convenience to be considered.

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Premier Members Credit Union, we encourage you to apply!

Thank you for your interest in Premier Members Credit Union.