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Virginia Credit Union · 4 months ago

Contact Center Account Consultant I

Midlothian, VA

Full-time

Onsite

New Grad, Entry Level

Virginia Credit Union is seeking a Contact Center Account Consultant I to handle telephone inquiries regarding deposit and loan accounts while promoting credit union products and services. The role involves providing quality service to members and assisting with various financial transactions and inquiries in a call center environment.

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Responsibilities

Inform, Educate, and Advise members, regardless of the individual circumstances

Perform transfers, withdrawals, loan payments by transfer and advances from lines of credit by transfer or check. Takes check orders over the phone and processes Credit Card Payments

Assist members with the transfer program, payroll deductions, direct deposit, stop payments, SuperCheck and credit card inquiries

Promote the credit union by cross-selling products and services focusing on department goals and member needs

Handle member inquiries and solves problems

Other duties may be required and assigned by the supervisor

Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies

Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security

Report all Risk Management Policy violations in accordance with policy

Meet Contact Center service quality standards. Consistently give quality service to external and internal members. Treat members courteously and professionally while handling their requests promptly and accurately

Evaluate members’ needs and make recommendations that will help them achieve their financial goals

Consistently meet or exceed monthly cross-selling, quality, and time management goals

Build relationships with credit union members and team members

Contribute towards individual, team, & department goals while promoting team spirit

Give feedback to the Managers and Supervisors about department and team goals and incentives

Attend training sessions as directed by Manager or Supervisor to keep skills current

Keep all member and credit union business confidential

Qualification

Credit union knowledgeContact center experienceComputer proficiencyDetail-orientedCustomer serviceVerbal communicationWritten communicationFlexibility