A + Federal Credit Untion, Contact Center Consultant, Application Deadline, BTT Gateway Job ID 7880
Sun, February 9, 2014
•Answer all incoming calls within the established ring time goal
•Assist members by providing accurate detailed information and/or processing various types of transaction requests. .
•Use pleasant, professional voice and good listening skills to enhance service received by members
•Transfer calls to appropriate staff or department only if necessary.
•Research and resolve member issues, following applicable policies and procedures, to effectively meet member requests.
•Consistently meet or exceed individual goals established for the achievement of increasing retail services per member and promoting the Big A.
•Make outbound calls to cross-sell targeted products, services or events as needed.
•Utilizing Andera, open various types of accounts and/or, shares, checking, certificates and Money Market accounts for members, offering products/services in bundles in order to increase services per retail member.
•Assist members with account and/or loan inquires, rate information, products and services, requests for statements and any other products and services information.
•Discuss /counsel members that have questions relating to accounts, loan payoffs and stop payments, and/or error resolutions after completing any necessary research.
•Assist members with troubleshooting e-services.
•Promote and maintain quality internal service at all times. Cultivate relationships with departments to develop a team atmosphere within the Credit Union.
•Inform existing and prospective members of current promotions and new or updated products.
•Attain and maintain knowledge of all credit union products and services through effective use of OWL, Products & Services Guide, and training as offered..
•Provide supervisors with members’ interests/wants/needs of products and services not currently offered, to be considered for future enhancements.
•Utilize Synapsys to access complete member profile, record pertinent information and any sales or referrals offered to the member.
•Participate in outside credit union sponsored activities and community/education events to increase credit union awareness.
•Perform other duties as required or assigned.
Education and Experience
•High school diploma or GED equivalent
•Minimum of six months A+ FCU employment preferred or equivalent call center experience.
•Skilled use of phone system, computer, and all related software.
•Basic math/accounting skills, 10-key calculator, excellent verbal and written communication skills, research, problem solving skills and dealing with potential conflict.
•Quicken and QuickBooks experience preferred
•Bilingual Spanish a plus
See BTT Gateway Job ID 7880. Application Deadline 2/9