Contact Center Representative I

Centra Credit Union

4d • $24

About The Position

CENTRA CREDIT UNION HAS AN EXCITING OPPORTUNITY FOR A CONTACT CENTER
REPRESENTATIVE IN COLUMBUS, INDIANA. THIS POSITION IS RESPONSIBLE FOR WELCOMING
AND ENGAGING IN MEANINGFUL CONVERSATIONS WITH OUR MEMBER BASE AND CREATING VALUE
WHILE COMPLETING TRANSACTIONS WITH HIGH ACCURACY. A RELATIONSHIP REPRESENTATIVE
WILL DEVELOP TO A HIGH LEVEL OF COMPETENCY IN EDUCATING AND ADVISING ON
FINANCIAL SOLUTIONS THROUGH PRODUCTS AND SERVICES BASED UPON MEMBER NEEDS AND
GOALS. THIS POSITION IS ACTIVELY INVOLVED IN INCOMING AND OUTBOUND CONTACT
CENTER CALLS AND RETAIL OPERATIONS WHILE ADDING VALUE AND EXECUTING ON CENTRA
STRATEGY AND CONTRIBUTING TO THE SAFETY AND SECURITY OF THE CENTRA AND MEMBERS
IN COMPLIANCE WITH POLICY AND PROCEDURE.

THE POSITION HAS A LEARNING PATH TO DEVELOP AND GROW THEIR SKILLS WHILE
TRANSITIONING FROM A CONTACT CENTER REPRESENTATIVE I THROUGH CONTACT CENTER
REPRESENTATIVE III ROLE. TEAM MEMBERS CAN RESIDE IN A CONTACT CENTER
REPRESENTATIVE III ROLE OR CONTINUE TO PURSUE FURTHER DEVELOPMENT IN RETAIL
OPERATIONS OR ANOTHER CAREER PATH.

Requirements

• High School Diploma or General Education Diploma (GED)
• Under one year of similar or preparatory experience

Responsibilities

• Creates value by actively engaging Member during account transactions while educating and advising Members on Credit Union products and services. Transactions include deposits, withdrawals, transfers, and loan payments.
• Performs Member account maintenance, telephonic inbound/outbound calling with Members and engages in Member outreach activities to build Member relationships through value added promotion of products and services and in support of the Member feedback program.
• Applies useful knowledge on all products and services to assist Members. This includes troubleshooting Centra Phone, Website, Billpayer, Debit/Credit Cards issues, and Mobile Banking.
• Ensures financial literacy and applies expert knowledge and awareness of all Centra products and services.
• Engages with Members in problem solving for their financial needs.
• Engages in value creating initiatives and tactics set forth by Retail Leadership.
• Maintains ongoing communication with supervisor, informing him/her of all pertinent problems, irregularities, new developments, changes, or other important information discovered via Member engagement.
• Effectively uses non-call time to create value through activities such as providing Member services with Interactive Teller Machines or Retail operational needs.
• Engages in required Learning Path for continued development and growth within the specified timeframes

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED