HiringCafe
Posted 1d ago

Contact Center Representative

@ Greater Iowa Credit Union
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Ames, Iowa, United States
OnsiteFull Time
Responsibilities:assisting members, processing transactions, balancing drawer
Requirements Summary:1-3 years related experience; high school diploma or GED; strong communication; multi-line phone; MS Office proficiency; ability to follow policies; office environment adaptability.
Technical Tools Mentioned:Windows, MS Office, Word, Excel, Outlook, Multi-line phone system
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Job Description

Greater Iowa Credit Union is looking for five contact center representatives to assist our members, potential members, and vendors with their telephone requests. As a Contact Center Representative, you would explain our products and services, respond to problems, and if needed, direct phone calls to appropriate area.

Location: 826 N 2nd St, Ames, IA 50010

Hours: Monday-Thursday 8 am - 5 pm Friday 8 am - 5:30 pm Saturday 9:00 am - 12:00 pm

Essential Functions and Responsibilities:

  • Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
  • Service skills: Responds to inquiries/issues utilizing various online resources such as email and online chat. Provide accurate, courteous, friendly, timely, and professional phone service to all members, potential members, vendors, and co-workers.
  • Operate Interactive Teller Machine (ITM) and process financial transactions including deposits, withdrawals, cash checks, loan payments and transfers. Balance drawer and transactions daily.
  • Routinely check for accuracy of member contact information during member interactions and complete contact information change process when appropriate.
  • Dependability: Extent to which you fulfill instructions and responsibilities including attendance punctuality and amount of supervision required.
  • Working Relations: Your effectiveness in interactions with others including: interpersonal skills, cooperativeness, approachable/open, conflict management and promotes positive environment.

Performance Measurements:

  • Provide accurate, courteous, friendly, timely, and professional phone service to all members, potential members, vendors, and co-workers.
  • Adheres to member service standards, core values, the credit union's promise/vision and supports the strategic objectives of the credit union.
  • Answer and/or resolve all phone calls, minimizing the number of transfers that have to be made to another person.
  • Respond to all correspondence within one day.
  • Answer telephone immediately.
  • Process member transactions with zero errors.
  • Maintain a professional appearance and atmosphere for the department.
  • Live the values of the organization by: Being Greater Every Day, Be Accepting, Be a Good Steward, Be Relentlessly Helpful, Do What You Say, and Do the Right Thing.