Contact Center Representative
About The Position
As a progressive financial institution, we are seeking a dynamic and enthusiastic individual to fulfill the role of Call Center (Contact Center) Representative at our Mountain Home Administrative Office. Candidates must be eligible for membership at Pioneer to obtain employment. This position is responsible for supporting the branches by being a first line support team that answers members and potential member's needs, questions, and concerns. Responsible for servicing members, potential members, vendors, or other financial institutions via telephone, email, mail, fax, and Chat. This position handles a high volume of inbound calls and proactively works to build relationships through matching Pioneer products to member's needs. Responsible for utilizing Pioneer procedures and policies to solve member needs and will direct calls to other departments when necessary. Will proactively listen or use effective written communication to gain an in-depth understanding of the nature of the call or written communication to address questions or concerns, and provide an accurate and efficient response. Maintains strong working knowledge of Pioneer's policies, procedures, and utilizes tools to combat fraud. Responsible for understanding and following policies and procedures when performing a variety of paying and receiving functions such as transfers, loan payments, and account maintenance. The Call Center Representative will ensure that Pioneer's service standards are always met while diligently working towards delivering 'WOW' through exceptional service. Matches Pioneer's services and products to member's needs, and proactively seek new business with members or potential members by utilizing and participating in community events.
Requirements
- Six months of similar or related experience.
- A high school education or GED
- A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others.
- Must have excellent communication and written skills.
- Proficient with office equipment, personal computer, and Microsoft Office.
Responsibilities
- Assists members and potential members with their telephone, email, mail, fax, or Chat requests; answers questions about products and services and recommends suitable products and services.
- Resolves problems that are within their authority and escalates problems that are beyond their authority to their Management team, along with recommendations.
- Processes a variety of financial and non-financial transactions for members including, but not limited to, transfers, loan payments, issuing cashiers checks, wire transfers, and account maintenance.
- Can effectively explain the features and benefits of home banking, mobile banking, and myPioneer Personal Assistant.
- Works diligently to stay current on all Pioneer products, services, and promotions to include, but not limited to, deposit products, loan products, video and electronic platforms, online account and loan opening, DocuSign, and different payment methods.
- Works in multiple systems to assist or research internal and external requests.
- Follows procedures, policies, and guidelines to ensure members assets and privacy is protected against fraud.
- Ensures Pioneers service standards are always met while diligently working towards delivering WOW through exceptional service.
- Works with managers and other team members to meet member needs in a responsive and efficient manner.
- Connects member to appropriate team members or departments when needed with minimum transfers.
- Maintains member account information on computer systems by gathering complete and accurate member information and updating records in accordance with policy and procedures for the delivery channel.
- Assures that appropriate records are maintained and required forms are prepared.
- May assist in training new Call Center Representatives.
- Performs other related duties as assigned.
Benefits
- An excellent compensation package starting at $19.25 per hour
- Bilingual Pay wage differential (additional compensation if fluent in Spanish)
- An 8% Employer Matching dollar-for-dollar 401(k) program after Year One
- Health, dental and vision insurance
- Pioneer pays a minimum of 80% of the premiums for team members AND dependents
- 12 paid holidays including day after Thanksgiving for Team Member Appreciation Day
- Accrue up to 16 days of Paid Time Off in Year One, plus Birthday and Work Anniversary day off
- PTO accrual increases with Pioneer seniority
- Up to $300 in Interest-free Wardrobe Salary Advance available on Day One!
- Up to $2,000 in Interest-free Technology Salary Advance
- Up to $1,000 Interest-free Wellness Advance to purchase gym membership, Peloton, or any exercise equipment
- Up to $2,300 in Tuition reimbursement per semester
- Childcare reimbursement up to $100 per child per month
- So much more!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
