Contact Center Representative
hace 2 días
Costa Mesa
Job Description PURPOSE OF JOB: To promote a positive, professional image of Financial Partners Credit Union via all contact channels (phone, e-mail, chat, etc.). Provide excellent service to all members of the credit union by identifying product and service solutions to meet their financial needs. Assist members with information about their accounts, FPCU products and services, and by resolving issues/problems via all contact channels. ESSENTIAL RESPONSIBILITIES: • Handle member contact via all contact channels to promote a positive, professional image of Financial Partners Credit Union., • Proven ability to provide solutions to member financial needs by: identifing member needs, presenting appropriate solution using benefit statements and asking for the business., • Communicate the benefits of membership and FPCU products and services via all contact channels (phone, e-mail, chat, etc.), • Assist members with questions regarding their accounts, FPCU products and services, the credit union and any issues., • Enhance member relationship by using the member/caller's name during conversation and thanking the caller., • Always use your name and identify yourself to the member., • Effectively, accurately and articulately handle member contact via all contact channels to promote a positive, professional image of Financial Partners Credit Union., • Accurately assist members with questions regarding their accounts, FPCU products and services, the credit union and any issues., • Effectively communicate the benefits of membership and FPCU products and services via all contact channels (phone, e-mail, chat, etc.), • Help the team meet the overall service goal by moving routine calls (balance inquirey, etc.) to self-service channels such as E Quest and E Banking and adhering to break and lunch schedule., • Validate member identity using credit union security procedures, • Quote rate for all products, • Process check orders, wire requests, loan payments, stop payments, VODs, etc., • Attend training offered through Learning and Development for your position or approved by your Manager as required., • Provide solutions to member financial needs by: identifing member needs, presenting appropriate solution using benefit statements and asking for the business., • Make referrals to CUSO for financial planning, investments, insurance and mortgage loan products., • Take advantage of all opportunities to complete the "buying process" by quoting rates on all products, taking secured and unsecured loan applications and/or sending applications to members., • Educate members on pre-approval status and process., • Consistently meet assigned sales goals by minimum of 75%, • Take secured and unsecured loan applications, • Ask for the business, • Move routine calls to eQuest and other self-service channels, • Process secured and unsecured loan applications, • Effectively, accurately and articulately handle member communication via all contact channels, • Be present. Adhere to break and lunch schedule and maintain attendance within company and department policy guidelines., • Provide eBanking and Bill Pay support utilizing Multi-care and Payment Manager EDUCATION/EXPERIENCE: One-year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience. Associate's degree preferred. Customer Service and/or call center experience, previous experience as a team lead, ability to work as a team, knowledge of MS Word, Excel, and Outlook. Able to use multiple programs simultaneously. Previous banking or credit union experience would be preferred. Proven ability to assist in team motivation. Strong customer service skills, strong ability to cross sell financial products. Ability to train new agents on all aspects of the position. The pay range for this position is listed above. Our pay ranges are designed to allow for candidates with various levels of experience and skill to be considered, and to allow room for growth to be achieved in a role over time. Generally, new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their individual combination of experience, knowledge, skills, and education as well as internal equity. Financial Partners Credit Union is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Company DescriptionOur pay ranges are designed to allow for candidates with various levels of experience and skill to be considered, and to allow room for growth to be achieved in a role over time. Generally, new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their individual combination of experience, knowledge, skills, and education as well as internal equity. Financial Partners Credit Union is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Our pay ranges are designed to allow for candidates with various levels of experience and skill to be considered, and to allow room for growth to be achieved in a role over time. Generally, new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their individual combination of experience, knowledge, skills, and education as well as internal equity.\r\n\r\nFinancial Partners Credit Union is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.