Contact Center Representative I Cedar Falls - Veridian

Belong

Contact Center Representative I

Posted about 2 months ago
Cedar Falls
Part-Time (30-35 Hours)

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.
  • 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.
  • 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. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.

Travel

Limited travel expected.

Required Education And Experience

  • High School Diploma.
  • 1+ year of related work experience.
  • Proficiency in electronic services.

Other Duties

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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