Belong

Contact Center Representative III

Posted about 6 days ago
Cedar Falls
Hybrid-Remote Waterloo & Cedar Falls, IA
Waterloo

Summary

The Contact Center Representative III is service driven with an eye/ear for sales opportunities to assist our members with their financial goals. The position acts ethically, has strong multitasking skills and leads from an owners perspective with limited supervision.

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.
  • Process member/non-member requests for all new account types, including determination of eligibility, completion of necessary documents, establishing account on credit union data processing system, and continued member follow-up.
  • 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 inquiries 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.
  • Support electronic communication channels: secured messages, queued emails, chat, etc.
  • Support Card Services by completing travel alerts, block/unblock plastics, authorization research and troubleshooting card activation through secondary software access.

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.
  • 6+ months of related work experience in Member 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.

Preferred Education And Experience

  • Successfully completed all Contact Center modules and demonstrates understanding of information.
  • 6+ months of Veridian product and service knowledge.

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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