Contact Center Representative I

Summary

Under general supervision and in compliance with established policies and procedures, the Contact Center Representative I is responsible for providing superior member service by conducting transactions accurately, assisting members with their financial goals, and promoting Veridian products and services over the phone.

Essential Functions

• Provide quality interactions with inbound and outbound member calls that create an excellent service experience to promote the Veridian brand.
• Understand and be familiar with Bank Secrecy Act (BSA) guidelines.
• Conduct member transactions including: loan payments, deposits, withdrawals, transfers and SWBC payments.
• Complete member requests including: opening certificates of deposit, processing wire transfers, ordering and blocking plastic cards, ordering checks, researching account information, initiation of direct deposit/ EFT/payroll deduction, etc.
• Actively cross-sell credit union services by providing information to current, new and potential members.
• Consistently achieve established monthly and annual sales and service goals.
• Actively refer members to appropriate position and/or department within all Veridian Companies.
• Maintain necessary departmental files, updating member/credit union information as required.
• Prepare and maintain reports as required.
• Maintain member confidence and protect operations by keeping information confidential.
• Contribute to team effort by accomplishing related results as needed.
• Proficient in answering member inquires surrounding: Online Banking, Mobile Banking, Remote Deposits, Bill Payment, Remote Transfers, etc.
• Support at the first point of contact through problem solving skills and utilization of resources in the areas of card services, rate inquiries, ACH, and Account Resolutions.
• Skilled in Member Contact Center software: EchoSign, SWBC, Jabber, Cisco Agent, ApplePay, etc.

Key Attributes

• Oral and written communication skills.
• Member service focus.
• Attention to detail and accuracy.
• Positive attitude that supports a team environment.
• Dependable and punctual; flexible during peak times.
• High level of confidentiality.
• Organizational skills.
• Self-motivated; ability to work without close supervision.
• Problem solving; analysis.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Occasionally lift and/or move items over 10 pounds.
• Remain sedentary (seated) for extended periods of time.

Working Conditions

This job operates in a professional office environment and routinely uses standard office equipment.

Travel

Limited travel expected.

Required Education And Experience

• High School Diploma.
• Related work experience in customer service, preferably in a call center environment and/or at a financial institution.
• Proficiency in electronic services.
• Fluent computer skills in a Microsoft Windows Environment.

Other Duties

Veridian Credit Union is a PCI compliant financial institution to ensure the security of member information. As such, all employees are expected to ensure security measures are in place and adhered to regarding PCI and other highly secure data compliance requirements.

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 with or without notice.

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