Contact Center Representative

Summary/Objective At R.
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Federal Credit Union, the primary focus of the Contact Center Representative, is to improve the financial well-being of our members.
This is accomplished through: Relationships: Building relationships is integral to the success of R.
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a community credit union, R.
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s Service Team will invest the time to get to know members and take care of their needs while finding opportunities to improve their financial well-being.
Integrity: In an era of big banks and big data, operating with integrity is becoming a more difficult trait to find in a financial institution.
An R.
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Service Team member is committed to handling members finances and data in a manner that is ethical, transparent, and professional.
Action: Not content with business as usual, R.
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is action oriented.
From helping a member solve a financial challenge to positively impacting the community through volunteering and sponsorships, R.
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is motivated to action.
Essential Functions Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions: Learn and Educate: The Service Team must maintain high levels of product/service knowledge so in turn they can educate members and prospective members on R.
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s products and services.
Our Service Team is expected to maintain a high level of knowledge and attend continuing education as required.
Interact: The Service Team interacts with members and prospective members specific to deposit and loan accounts.
Since these interactions can be over the phone/chat/text; creating a pleasant experience for R.
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members is vital.
Our Service Team must also maintain on-going communication with supervisor and fellow employees in a professional and courteous way.
Attend meetings as required.
Perform: The Service Team will perform banking transactions including but not limited to loan payments, transfers, changes to accounts, complete and return deposit verification and credit inquiries and various other financial transactions.
Assist in routine member service functions such as blue book prices, stop payments, statements, copies, etc.
Our Service Team also assists in filing confidential documents, statement problems, discrepancies, and member complaints.
Uncover and Refer: As a not-for-profit financial institution, we have a responsibility to uncover opportunities to improve the financial well-being of those with whom we interact.
The most important characteristic of a successful Service Team member is the ability to find these opportunities and convert them into success for our members.
Should opportunities arise to help a member with an additional product or service, the Service Team member should refer this to the respective teams to act.
Compliance: A strong understanding and adherence to Philosophies/Laws/ Policies/Procedures is a requirement for success as a Service Team member at R.
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Federal Credit Union.
Maintain and enforce maximum security over valuables on hand and premises according to security rules/philosophies/policies/laws/procedures.
Follow safety and security rules/philosophies/policies /laws/procedures.
Ensuring that all information and transactions regarding members, co-workers and other credit union business are kept confidential.
Protect and respect credit union equipment, property and supplies.
Maintain the security of your work area and keep it organized and neat in appearance.
Competencies Business Acumen; Ability to Type and Use a Calculator Confidentiality Financial Acumen Strong Analytical Skills Respectful Cooperative/Teamwork/Collaboration Can learn and evolve Trustworthy Action Orientated Strong Ethical Practices and Integrity Adaptable Listens Well Attention to detail, Accuracy and Solid Organizational Skills Strong Written and Verbal/Oral Communication Skills in English; Ability to follow and give oral and written instructions; including listening carefully, comprehending quickly and relaying accurate information or instruction Takes Initiative; Problem Solves; Ability to Multi-Task Dependable and Dedicated Relates Well to all Stakeholders (Members and Employees at All Levels); Relationship-Builder; Exceptional Customer Service Supervisory Responsibility No supervisory responsibilities.
Physical Demands While performing the duties of this job, the employee is regularly required to spend considerable time sitting at a desk, complete work using a computer, regularly answer phone calls, and interact with employees at all levels of the organization.
The employee will occasionally lift and move up to 25 pounds.
Type/Expected Hours of Work This is a full-time position.
While normal hours of work and days for R.
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Federal Credit Union are Monday through Thursday, 8:00 a.
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to 5:00 p.
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, Friday, 8:00 a.
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to 6:00 p.
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, and Saturday 8:00 a.
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to 12:00 p.
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, hours for this position reflect branch attendance, but may vary based on job related requirements.
Travel Less than 10% travel is expected for this position; some local travel in the Quad City area.
Required Education and Experience High School graduate or GED, required.
Two years secondary education in related field or equivalent work experience, preferred.
Experience in customer service, banking, and electronics, preferred.
EEO Statement R.
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Federal Credit Union believes in equal employment opportunity for all employees and applicants for employment.
Our companys success depends on the effective utilization of qualified individuals regardless of their race, creed, color, religion, sexual orientation, age, ancestry, national origin, disability, military or veteran status or any other characteristic protected by law.
We will not discriminate on the basis of these characteristics in a personnel action including, but not limited to, hiring, training, promotions, transfers, demotions, benefits, compensation, discipline, termination and any other conditions or privileges of employment.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities and activities may change at any time to adjust and adapt to the changing needs of the business.