Teachers Federal Credit Union · 3 months ago
Contact Center Representative
Hauppauge, NY
Full-time
Onsite
Entry Level
$21.50/hr - $23.50/hr
1+ years expTeachers Federal Credit Union has been committed to guiding members toward building a strong financial foundation for over 70 years. The Contact Center Representative serves as the first point of contact for incoming calls, establishing new membership and deposit accounts while maintaining daily operational duties.
BankingFinance
Responsibilities
Answers incoming caller inquiries about company products and services with a focus on delivering a high level of quality customer service using knowledge acquired through extensive on the job training and ongoing support and coaching
Verifies and maintains caller account security using established processes, procedures, and various systems and technology
Supports and educates members on the use of Online/Mobile Banking, Debit Cards, transactional account usages, general account inquiries and other services that are provided to members
Performs call logging using CRM tools and performs routine tasks to fulfill caller requests
Meets or exceeds contact center goals for metrics such as: first call resolution, quality standards, answer call rate, schedule adherence, and member survey results on a daily and monthly basis
Opens various new accounts and services existing accounts; sets up new account files and provides callers with all necessary information for membership
Interacts with existing and new members to increase sales of products and/or services
Performs member transactions which include loan payments and transfers
Responds to members’ inquiries, requests, and problems/complaints by resolving the issues directly and/or directing them to the appropriate person for specific information and assistance
May redirect calls to other teammates or departments depending on the nature of the inquiry
Performs various account file maintenance actions (e.g., account data changes, account closures, card orders, etc.)
Processes check orders, stop payments, fraud claims, and other forms
Works independently under moderate supervision to resolve member issues in a courteous and professional fashion
Problem solves accurately while using sound judgment at all times
Complies with all applicable laws, regulations, Credit Union policies and procedures, and ensures compliance with all governing regulations, including: Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), Truth-in Savings and Fair Credit Lending Practices
Maintains an ongoing awareness of developments/changes in policies, procedures, products and services
Performs other duties as assigned
Qualification
Required
Requires a high school diploma or equivalent
Minimum one-year call center, customer service, financial services, banking or insurance experience at an intermediate level of proficiency is required
Requires passing compliance training to ensure adherence to legal and regulatory requirements, including banking security awareness
Expected to gain full proficiency within 6-12 months with the expectation of career progression
Able to learn and promote products and services quickly
Able to work in a fast-paced environment with continued calls in queue
Able to learn and use multiple systems and technology simultaneously
Uses multiple systems and technology simultaneously and effectively
Remains calm, patient, objective, and professional when presented with difficult situations
Handles personal, sensitive information professionally
Strong critical thinking skills with an emphasis on accuracy
Focused with an ability to prioritize multiple tasks
Strong attention to detail to include solid data entry with minimal errors
Maintains confidentiality of Credit Union and member records during and after employment with Teachers
Preferred
Credit Union or banking experience is preferred
Benefits
Paid time off for vacation, personal days, and holidays
Fully-funded pension plan
401(k) company contribution
Teachers pays 100% of Dental & Vision premium
Tuition reimbursement is offered to full-time employees
Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers
Company
Teachers Federal Credit Union
Teachers Federal Credit Union is a company which develops finance related apps for iPhone
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Brad Calhoun
President/CEO
Denise McGlone
Chief Financial Officer
Recent News
Company data provided by crunchbase