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Interra Credit Union · 1 day ago

Contact Center Specialist I

Goshen, IN

Full-time

Onsite

New Grad, Entry Level

0+ years exp

Interra Credit Union is dedicated to providing excellent member experiences, and they are seeking a Contact Center Specialist I. This role involves handling incoming calls, resolving member needs, and providing support for credit union products and services.

Financial Services

Responsibilities

Field all incoming ACD calls ensuring that all calls are answered within an appropriate timeframe

Actively monitor and control a member's hold time along with monitoring abandoned and transferred calls according to current performance standards

Identify cross sell opportunities and educate members on credit union products and services

Follow up on referrals and identify new relationship opportunities

Maintain knowledge and take the initiative to keep up to date of all credit union products and services

Use every member contact as an opportunity to advise members about additional services or programs that might benefit them

Receive and process member financial transactions including, but not limited to, deposits, transfers, withdrawals, and loan payments by way of electronic transactions using Symitar, Propay, ACH and other methods as necessary

Administer appropriate file maintenance to members’ accounts from phone calls, secure messaging and mail

Address any member issues to achieve resolution

Elevate serious concerns to contact center leadership as needed

Route calls when needed to appropriate personnel

Ask probing questions and active listening skills to ensure members are directed to best person to assist them

Provide basic technical support and troubleshooting to members accessing online banking, phone banking and other self-service options the Credit Union offers

Qualification

Customer service experienceTechnical supportMS Office SuiteTelephone data collectionMember focusResilienceEffective communicationTeamworkSelf-motivated

Required

6+ months customer service experience in banking, retail, or related field required

A high school diploma or equivalent

Must have and maintain a valid driver's license

Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control