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Vantage Credit Union · 12 hours ago

Contact Center Representative

Admin Building - Saint Charles, MO 63304

Full-time

Hybrid

Entry Level

$18/hr - $18/hr

1+ years exp

Vantage Credit Union is a financial institution seeking a Contact Center Representative. The role involves providing excellent member service through answering calls, responding to live chats and emails, and resolving member concerns while also identifying referral options for financial services.

Financial Services

Responsibilities

Responsible for answering incoming calls while maintaining excellent member service. Responsible for verifying the members identity, determining the needs of the member and, resolves members concern without transferring the member when appropriate

Responsible for responding professionally to live chat conversations and email requests while providing excellent member service

Identifies referral options for loans and deposit services, by staying abreast on products and services, and meet sales targets

Researches and resolves complaints to ensure member retention and satisfaction

Exercise tact, judgment, and initiative in working with members and team members

As assigned by the Member Care Manager, Assistant Member Care Manager(s), and/or Member Care Coordinator(s), responsible for the training and development of Member Care representatives. Review and make recommendations to update procedures as needed

When appropriate, takes advantage of cross-sell opportunities and provides members with solutions to financial issues

Encourage all potential members to join the credit union by thoroughly explaining our services and offering to provide information

Meet or exceed individual and team productivity and quality standards

Perform other individual and/or team tasks as assigned by the Member Care Manager(s), Member Care Assistant Manager(s), and/or Member Care Coordinator(s)

Qualification

Customer service experienceCommunication skillsOrganizational skillsProblem-solving skillsAnalytical abilityTeam-orientedAdaptabilityIntegrity

Required

Above average written and oral communication skills; can comfortably handle with people at all levels; a good listener who is empathic with board, staff and member needs; good math aptitude

Meet simultaneous deadlines, and effectively organize and prioritize work while working under pressure

Sensitive to executive etiquette and protocol; able to recognize and handle with different personalities; a high degree of poise and tact to represent the credit union positively

A positive individual who is team-oriented; able to see the steps necessary to get things done; receptive to learning new tasks; meet deadlines and is willing to take responsibility for own actions

Organize and prioritize work with little direction. Must be proficient with various computer software programs and experienced with operating automated and standard office equipment

The Member Care Representative should possess a high school diploma or equivalent

Preferred

Associate degree in a business-related field or its equivalent of one to two years of customer service experience is desired, supplemented by general business courses in a continuing education setting

Lending or credit experience is desirable but not required