Location: Ferndale,MI, USA
When you join Credit Union ONE as a Call Center Representative, you will have the opportunity to make a difference. You will be empowered to deliver exceptional member service to 50 - 100 callers daily, helping with everything from account questions to loan applications. You'll do this by developing and maintaining a productive relationship and interaction with all callers, while providing personalized, consultative education and information. At Credit Union ONE you will help deliver the Core Values of Integrity, Respect, Financial Stewardship, Member Commitment and Employee Commitment to each and every member, each and every time. This is the opportunity and challenge you have been looking for! Primary Responsibilities: •Work effectively in a structured, friendly environment •Works collaboratively with branch staff and other departments to provide an exceptional member experience •Adhere to daily schedules and assignments •Assists callers with the following: o Telephone / Electronic Communication Service - Monitor and professionally answer all incoming agent phone calls and /or electronic communications o Financial Transactions - Process all financial transactions and service accounts - this includes, but is not limited to general transactions, loan servicing, account maintenance, and electronic services such as Bill Pay and on-line account opening support o First Call Resolution - Properly addressing the members needs the first time they call. Resolve problem during every call, educate the members on how to prevent occurrence in the future, and identify additional services that could assist. o Cross-Sales - Identify opportunities for the expansion of the product and service relationship with all members and offer additional appropriate products. This includes additional account relationships as well as other products and services offered by the credit union o Referrals - Identify opportunities for the expansion of the product and service relationship with all members and refer the member to the appropriate staff who are able to provide that product or service such as loans, deposit accounts or wealth management/investment and insurance services •Document thoroughly all calls and actions taken within core systems •Performs all other related duties as assigned •Meet Service Level and referral goals assigned •Attain Quality Monitoring and Scoring goals assigned Qualifications: •High School Diploma or equivalent •Minimum two years of work related experience. Work related experience should consist of a background in financial services, retail, or general sales. One year call center experience preferred. •Ability to work effectively in a fast-paced call center environment •Ability to multi-task and use multiple systems and monitors at the same time. •Ability to adhere to daily schedules and duties •Ability to sit for extended periods of time •Ability to effectively de-escalate and resolve issues •Ability to identify and communicate process improvement areas •Excellent listening skills •Excellent Customer Service voice and demeanor •Excellent telephone etiquette •Excellent oral and written communication skills •Excellent problem solving skills •Excellent demonstration of caring and compassion •Exhibits a passion and commitment to great member service by consistently delivering the service process to every member of Credit Union ONE. Pre-employment assessments are required, and candidates are contacted through e-mail if advanced to this step. Hybrid position Department Hours:Monday - Thursday8:30 am - 5:30 pmFriday8:30 am - 6 pmSaturday9 am - 1 pm